Service Desk Tier 2 (Fort Worth)

Service Desk Tier 2 Tech Support

The service desk tier 2 tech support shall be responsible for it problems or requests that cannot be resolved at the service desk tier 1 level. Tier 2 technicians shall be responsible for responding to and resolving it service desk tickets on a timely manner. The persons assigned to this function will work directly with end users either remotely or at the customer's location until the incident or request is resolved. The contractor filling this position shall also be able to perform all duties and responsibilities at the service desk tier 1 position level.

Essential duties and responsibilities :

• Analyze incidents or problems, identify root causes, diagnose, troubleshoot, and resolve a range of medium to complex software, hardware, and connectivity issues.
• Ask probing questions, research, analyze, and rectify problems and resolve the incidents or problems if such incidents or problems are identified as minor.
• If the incidents or problems are identified as major and require a code or configuration change, the tier 2 support team routes the ticket to the tier 3 support team.

Education and experience :

Skills, knowledge and abilities :

Physical requirements :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work environment :

Work environment characteristics described here are representative of those that must be borne by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Job is performed in an office setting with exposure to computer screens and requires extensive use of a computer, keyboard, mouse and multi-line telephone system.

Supervisory responsibilities :

None.

Additional qualifying factors :

As a condition of employment, must pass a pre-employment drug screening, as well as have acceptable reference and background check results.