Tier Two Help Desk Analyst

Location: Birmingham, AL

Job Type: Full-Time, Onsite

About Us:

Deploy is a talent solutions firm comprised of a community of highly vetted technology professionals.

Our dedicated team is growing, and we are looking for a skilled Tier 2 Help Desk Technician for one of our clients to join us in Birmingham, AL. This role is perfect for someone with a strong technical background and a passion for customer service.

Job Summary:

The Tier 2 Help Desk Technician will provide advanced technical support to end-users by troubleshooting and resolving complex hardware, software, and network systems issues. This position requires a proactive approach to problem-solving, excellent communication skills, and a thorough understanding of IT infrastructure and applications.

Key Responsibilities:

- Technical Support: Diagnose and resolve escalated technical issues related to desktops, laptops, printers, and mobile devices. Troubleshoot software applications, operating systems, and network connectivity problems.

- Incident Management: Manage and prioritize support tickets according to urgency and impact. Provide detailed documentation and updates on ticket status and resolution.

- Customer Service: Deliver exceptional customer service by addressing user concerns professionally and effectively. Communicate technical information clearly to non-technical users.

- System Maintenance: Assist in maintaining and updating IT systems, including performing system upgrades, patches, and backups. Collaborate with IT teams to implement new technologies and enhancements.

- Knowledge Base: Contribute to developing and maintaining knowledge base articles, FAQs, and support documentation. Share insights and best practices with the team.

- Collaboration: Work closely with Tier 1 support and other IT staff to resolve complex issues and provide guidance on advanced troubleshooting techniques.

- Training and Support: Provide training and support to Tier 1 staff as needed. Assist with the onboarding process for new team members.

Qualifications:

Experience: A minimum of 2-4 years of experience in a help desk or technical support role, with a strong focus on Tier 2 support.

Technical Skills: Proficiency in troubleshooting Windows and macOS operating systems, common software applications (e.g., Microsoft Office Suite), and network connectivity issues. Experience with Active Directory, VPN, and remote desktop tools is a plus.

Certifications: Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are preferred.

Education: An associates degree in Information Technology, Computer Science, or a related field, or equivalent work experience.

Skills: Excellent problem-solving abilities, strong analytical skills, and the ability to work under pressure are essential. Exceptional communication and interpersonal skills are also essential.