Sr Tech Svc Desk - ITIL
12 Minutes ago • 2-4 Years
IT & Infrastructure
Job Description
This role involves providing Tier 1 and Tier 2 technical support, troubleshooting complex hardware/software, client applications, voice communications, network connectivity, printing, and remote access issues. The Senior Technical Service Desk professional will identify root causes, ensure timely solutions, and communicate resolutions to users. They will also support L1 and L2 agents and utilize problem-solving skills to resolve challenging incidents.
Must Have:
- Provides Tier 1 and Tier 2 support.
- Troubleshoots and resolves complex issues including hardware/software, applications, voice communications, network, printing, and remote access.
- Identifies root causes of problems and takes responsibility for timely solution.
- Communicates problem, resolution and root cause information to users.
- Supports L1 and L2 support agents.
- Utilizes problem solving and analytical skills.
- High School Diploma or GED.
- Generally, 2-4 years’ experience in area of responsibility.
What success looks like in this role:
- Provides Tier 1 and Tier 2 support.
- Troubleshoots and resolves complex issues including:
- Supporting maintenance of hardware /software, client propriety, COTS and Unisys applications and issues with voice communications and voicemail systems, and
- Assisting with resolution of Issues with network connectivity, printing and remote access to desktop equipment.
- Identifies root causes of problems and takes responsibility for timely solution; escalates unusual or complex problems to higher levels for resolution.
- Communicates problem, resolution and root cause information to users, both technical and non-technical, to help prevent future recurrence.
- Supports L1 and L2 support agents in ongoing day to day questions related to client incidents, requests and queries.
- Utilizes problem solving and analytical skills to effectively resolve challenging incidents.
You will be successful in this role if you have:
- High School Diploma or GED required
- May require technical certification or Associate Degree
- Generally, 2-4 years’ experience in area of responsibility
Set alerts for more jobs like Sr Tech Svc Desk - ITIL
Set alerts for new jobs by Unisys
Set alerts for IT & Infrastructure (Remote) jobs
