Help Desk Tier 2
CurrentUtilize multiple forms of communication to expedite filings, reports, spreadsheets, agendas, departmental special events, and special projects as assigned. Partnered with IT team to diagnose and resolve hardware/software issues on PC workstations, Macs, mobile devices, desktop phones, and peripherals.• Create and maintain support documentation that empowers and enables the user community to extend skills, leverage system features, and find resolutions to questions without intervention from the support team.• Installs assemble and configures computers, monitors, network infrastructure, and peripherals such as printers, scanners, and related hardware; pulls cables and rewires or directs the rewiring of cables as required for new installations and office reconfiguration.• Manages a variety of enterprise-wide IT projects, that focuses on software implementation and configuration.• Identify plans and resources required to meet project goals and objectives by setting realistic timelines and checkpoints. • Ensure prompt resolution of equipment issues through efficient troubleshooting, thorough product knowledge, and proper escalation and communication.• Provides onsite desktop and remote technical support and guidance for hardware, software, and network issues. Managed and monitored equipment installations, removals, network infrastructure, applications, and outages upon occurrence.• Restores service to internal and external users, tracked all tickets, requests, and calls to ensure they were correctly managed, escalated, and resolved in accordance with Service Desk standardized and ITIL processes.• Utilizes ticketing systems ZenDesk to document triage and resolution specifics. Updated and closed tickets according to defined
