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For your reference, we have included the original job posting below.
Help Desk Tier 2
Job Number:
43812870
Company Name:
Insight Global Inc.
Job Location:
Secaucus, NJ US
Job Category:
Information Technology
Help Desk Tier 2
Facilitate Problem/Call Resolution: Collect and gather the necessary information in order to troubleshoot and resolve IT related issues. Provide first tier support for all supported applications and services. Provide necessary escalation to 2nd and 3rd level support to resolve issues. Ensure all customer calls are closed to customer's satisfaction Application Expertise: Maintain a current knowledge of applications including packaged software such as MS Office, Lotus Notes as well as custom applications used by the NBA, WNBA and NBDL. Email/Voicemail Monitoring: Continually monitor both the Email and Voicemail queues for the IT Customer Service Helpdesk. This includes troubleshooting with the user community and ultimately, the logging and resolution of the incident. If the incident is not resolved at 1st point of contact, the HD must ensure the incident is properly assigned to the 2nd level support. Helpdesk Hotline Monitoring: All Helpdesk and Service Management analyst are responsible for monitoring the internal Hotline. The Helpdesk and Service Management Group are both primary contacts for the hotline and are expected to answer at all times during standard operational hours. Notifying End User Community of IT Related Outages: All Helpdesk and Service Management Analysts must be familiar with the IT Production Outage Process, as well as Helpdesk phone system in the event there is an IT related outage. Many instances will require the taking the lead and communicating status to the end user community via Email and Voicemail. Call Management: Proactively review open calls for outstanding issues and faciliate timely resolution of problem. Support Specialist: Develop expertise in at least 2 areas of technology. Act as lead in these disciplines and provide support to level one helpdesk staff. Proactively work with 2nd tier groups for these disciplines to identify new problem trends and work through resolutions. Adherence to Policy and Procedure: Act in accordance with IT related policies and procedures. Proactively avoid recurring issues and minimize the impact of problems.
Rotating Shifts: HD Analyst must be open to working rotating shift to support NBA community M-F from 8am
12midnight and Weekends from 8am 4pm.
Requirements:
Proficiency in usage and technical implementation of Microsoft Office software, including Word, Excel, Powerpoint, Lotus Notes, Windows Operating Systems.
Two or three years IT Industry experience. 2+ years successful experience handling level 1&2 helpdesk/desktop support and training.
