Help Desk Support Specialist (Level 2 & Level 3)

Role: Help Desk Support Specialist (Level 2 & Level 3)

Duration: 12 months

Location: Austin, TX (Onsite)

Primary Skills:

Minimum Candidate Characteristics:

• Tier 2: 4 7 years of help desk, desktop support, or related IT experience.
• Tier 3: 8+ years of support experience handling advanced or highest-level escalations.
• Ability to troubleshoot network, desktop, and server issues across onsite and remote environments.

Exceptional Candidate Characteristics:

• Experience providing support for one or more Texas State Agencies.
• Experience with ITSM practices, ticketing systems, databases, and remote-support tools.
• Experience with PC, printer, terminal, and hardware maintenance.
• Familiarity with EIR accessibility and assistive technologies.

Responsibilities:

Provide technical assistance to computer system users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks, and monitors the problem to ensure a timely resolution. Has knowledge of commonly used concepts, practices, and procedures within a particular field. Answer questions or resolve computer problems for clients in person, via telephone or from remote location. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.

Provide service and preventive maintenance activities on terminals, printers, personal computers, etc. Basic knowledge of electrical/mechanical principles and basic electronics. Read and comprehend technical service manuals and publications. Knowledge of basic mathematics to read and understand various gauges, meters, and measurement devices. Able to diagnose and repair products by replacing worn or broken parts and making technical adjustments. Makes appropriate use of reference publications and diagnostic aids in resolving technical problems. Strong communication skills.

Assist in coordination of changes, upgrades and new products, ensuring systems shall operate correctly in current and future environment. Provide accurate and complete answers to general use and administrative environment questions in a timely manner. Implement shared software, such as operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors. Communicate accurate and useful status updates. Manage and report time spent on all work activities. Ability to work in a team environment.

Proven working experience in providing help desk support. Has a basic understanding of ITSM practices along with working knowledge of help desk software, databases and remote control. Able to receive calls and inquiries, provide support in accordance with established processes and document incidents and remedies. Must be great communicators and be able to translate their technical knowledge into actionable direction.

Has a basic understanding of EIR Accessibility and assistive technologies used by people with disabilities. Understands protocols for communicating with customers requiring special assistance to obtain required or requested information.

Required Skills:

4-7 Years of Experience in the field or in a related area

Provides the second level of support to end users by handling service requests that have been escalated by lower tiers.

Support will be provided onsite, remotely, over the phone, or via email.

They will be required to develop solutions for network, desktop, and server problems.