Desktop/End User Support 2

The Desktop/End User Support Technician 2 maintains, repairs, and troubleshoots desktop hardware and software packages. Also responsible for customer service and end-user training. The Desktop/End User Support Technician 2 performs varied activities and moderately complex administrative/operational/customer support assignments. Performs computations. Typically works on semi-routine assignments.

Responsibilities

The Desktop/End User Support Technician 2 researches and resolves technical problems of moderate complexity, typically escalated from first line support teams. Responds to escalated telephone, email and on line requests for technical support. Documents, tracks, and monitors the problem using applicable systems and tools. Decisions are typically focus on interpretation of area/department policy and methods for completing assignments. Works within defined parameters to identify work expectations and quality standards, but has some latitude over prioritization/timing, and works under minimal direction. Follows standard policies/practices that allow for some opportunity for interpretation/deviation and/or independent discretion.

Required Qualifications

• Less than 3 years of technical experience as a Desktop/End User Support Engineer
• Experienced documenting, tracking, and monitoring the problem using applicable systems and tools. Understands department, segment, and organizational strategy and operating objectives, including their linkages to related areas.
• Experienced in researching and resolves technical problems of moderate complexity, typically escalated from first line support teams.
• Experienced responding to escalated telephone, email and on line requests for technical support
• Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Preferred Qualifications

• Bachelor's Degree in Computer Science

Additional Information

Scheduled Weekly Hours

40