Job Title: Help Desk Specialist II
Contract Duration: 6 months, possible extension
Location: Santa Clara, CA
Work Arrangement: Onsite
Role Summary
The Help Desk Specialist II provides second-level technical support for end users by diagnosing and resolving hardware, software, and network-related issues in a fast?paced onsite environment. This role is responsible for managing and resolving support tickets within established service standards, handling escalations as needed, and delivering a positive customer service experience. The ideal candidate has a strong understanding of Windows-based systems, IT operations, and troubleshooting best practices, with the ability to clearly communicate technical information to non-technical users while working independently to resolve most inquiries.
Responsibilities
- Review problem tickets and respond to user within established standards
- Resolve open tickets in a timely and professional manner, following established SOP, BOP’s
- Manage crisis escalation and escalate calls to other support groups if tickets cannot be resolved
- Provide a positive customer service experience to the customer
- Participate in other projects as requested.
Skills
- Strong customer service, strong interpersonal, organizational and communication skills
- Ability to work in a fast paced changing environment
- Understanding of Windows based applications
- Ability to diagnose application software and hardware problems
- Ability to recognize priority issues and escalate accordingly
- Ability to translate technical terms into non-technical language
- Working knowledge of: Modems and data communications, checking PC network connections
- Identifying and correcting memory issues
- Resetting network and Internet passwords
- Using browser and network utilities
- Resetting Internet proxy configurations
- Install and setup applications
- NT navigation and directory structure
- Windows disk utilities to correct common errors
- Network error messages to determine causes.
Qualifications
- Associates degree in Computer Science or a related discipline
- At least two, typically four years’ experience in IT or an equivalent combination of education and work experience.
- Requires sufficient knowledge of IT operations, responsibilities, workflow processes, and procedures to resolve most inquires independently.
- Good analytical and communication skills, sound judgment, and the ability to work effectively with client and other Systems Division staffs.
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