Title: Help Desk Tier II

Location: Miami, FL

Duration: 1 Year contract

Rate: $25

Duties and Responsibilities will include but are not limited to

• 3 years working in this role.
• Providing Tier 2 support of medium to high complexity.
• Provides Audio Visual (AV) and Video Conference (VC) support as assigned.
• Performing advanced troubleshooting to determine the cause of problem.
• Installs, configures, and provides user support of personal computers and peripheral equipment to include software installation and upgrades, patches, and advanced technical support within specified time frame.
• Monitors Service Desk queue and resolves support tickets as assigned.
• Update asset management information in OneNote and Active Directory accordingly, as well as coordinate with Admin Assistant on surplusage of IT equipment.
• Provides hardware and software technical training and professional development.
• Participates and coordinates in projects. Shares information and receives feedback from other OIT staff as appropriate.
• Generates and maintains detailed technical documentation.
• Coordinates service calls and repairs for warranty and non-warranty items.
• Maintains records on all calls. Provides Tier III advanced support for other Technicians as needed or assigned.

Job Specific Knowledge, Skills, and Abilities:

• Advanced knowledge of Microsoft products, including operating systems, office suite and outlook in a networked environment
• Advanced knowledge of computer software, hardware, and firmware relative to personal computer, local area network/wide area network environments
• Skilled at installing and providing technical support for software applications, operating systems, and personal computer hardware.
• Ability to do advanced troubleshooting for various manufacturers of computers.
• Ability to plan, organize, manage, and track projects.
• Ability to communicate effectively both verbally and in writing.
• Ability to read, understand, and comply with the department's policies.

Education:

Bachelor s Degree in Computer Science, Information Systems, or other related field. Or equivalent work experience.