Help Desk Level 2

Job Description

Job Description

Job Title Helpdesk Tier 2 Job Description The type of work shall include, but not be limited to, the following: • Minimum of 3 years of Helpdesk experience • Escalation of support issues from Helpdesk Level 1; ability to resolve outstanding support issues •Preventive systems maintenance including remote and onsite support. • Testing, distribution, installation and configuration of operating systems and desktop software. • Maintain and keep up-to-date an equipment tracking system including assigned and available resources • Hardware and software image creation, development, administration, deployment and backup. Responsibilities

• Testing and deployment of application upgrades, patches and fixes.

• Administration, management, support and troubleshooting print queues.

• Troubleshooting and problem resolution for printers (multi-function, network, copiers) and printing issues

(Local, wireless or network wide).

• Troubleshooting and standard maintenance of kiosks.

• Administration, management, upgrade and support of McAfee for workstations

• Create, update, modify and review functional specifications for hardware and software as well as

construction project related requests.

• Establish, and reevaluate yearly, service level agreements for support.

•A+ CompTia certification required

•Office 365 & OneDrive experience required

•Train and certify Staff;

• management and site content & updates

Skills:

Ability to provide excellent customer service and public relations outreach.

Proven ability to effectively manage multiple priorities and meet deadlines.

Proficiency in Microsoft Windows and Microsoft Office.

Intermediate knowledge in hardware and networking, with particular emphasis on wireless networking.

Evidence of strong flexibility and problem‐solving skills.

Demonstrated ability to excel both independently and as a team member in a fast pace and collaborative

environment.

Must have excellent written and verbal skills.

Outstanding Customer Service, Excellent Telephone Communication Skills and

Level 1 Experience Required

Must be able to pass Security Clearance

Must be able to pass a background check

Perform strenuous physical duties such as installing/replacing cable, carrying heavy equipment, climbing ladders, running wire through ceilings, and working in confined spaces

Company Description

FutureNET, Inc. (FNI) is an information technology (IT) corporation that provides customized IT solutions for businesses across a broad spectrum of industries. Since 1993, FutureNET has been delivering expert, cutting-edge technical support services to a wide range of satisfied clients.

FutureNET, Inc. offers an exciting work environment with a very strong corporate culture. We encourage all of our consultants to constantly learn new skills and be proactive in developing new ideas and thinking. If you have the right attitude and desire, you'll find FutureNET a very satisfying place to work.

Company Description

FutureNET, Inc. (FNI) is an information technology (IT) corporation that provides customized IT solutions for businesses across a broad spectrum of industries. Since 1993, FutureNET has been delivering expert, cutting-edge technical support services to a wide range of satisfied clients.\r\n\r\nFutureNET, Inc. offers an exciting work environment with a very strong corporate culture. We encourage all of our consultants to constantly learn new skills and be proactive in developing new ideas and thinking. If you have the right attitude and desire, you'll find FutureNET a very satisfying place to work.