Help Desk Support Tier 2
Cubic Corporation - San Diego, CA

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Provides assistance to fellow customers regarding computer hardware and software issues. Responsible for providing end user support and software, hardware, and network assistance. Relies on experience and judgment as well as pre-established procedure and instructions to identify, research and resolve technical problems presented through Tier 1, 2 and 3 (when possible) Help Desk tickets. Documents, tracks and monitors the problem to ensure a timely resolution. This position typically works under close supervision and direction

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES :
  • Troubleshoots and resolves trouble tickets related to technical difficulties with hardware, software, and the network
  • Triage Level 2 and Level 3 (when possible) trouble tickets
  • Verifies issue resolution on the customer’s behalf
  • Verifies with the customer that the issue has been resolved and updates the ticketing system
  • Interfaces with infrastructure, database, and development personnel
  • Communicates plan, progress, and issues in a timely manner
  • Actively contributes to ongoing process improvement
  • Performs other duties or special projects as assigned

MINIMUM JOB REQUIREMENTS :

Two-year college degree, or equivalent, in computer science or related technical field, plus a minimum of 2 years Corporate IT help desk experience. A+ certification, Microsoft and Project Implementation are preferred. MCP, MCSA, MCSE certifications desirable. Ability and desire to provide excellent customer-service to internal and external customers. Working knowledge of MS operating systems and applications. Proficient PC Skills, including but not limited to: Word, Access, Excel, Power Point, E-Mail clients, and Web Browsers. Proven ability to support customers in a technical environment. Experience with hardware and software issues. Willingness to take ownership of problems and follow through to completion. Strong, structured analytical skills. Excellent interpersonal, verbal/written communication skills, organizational, and presentation skills. Ability to complete multiple simultaneous projects in a timely manner. Able to promptly answer support related email, phone calls and other electronic communications. Self motivated, detail-oriented and organized. Ability to manage multiple projects simultaneously with minimal supervision. Able to work independently and efficiently to meet deadlines. Excellent time/project management skills; able to work effectively within tight time constraints. Proficient PC Skills, including but not limited to: Word, Access, Excel, Power Point, E-Mail clients, FTP clients and Web Browsers. Strong leadership, communication, motivational and decision skills. Influence and Relationship Building Skills at all levels. Team player. Industry experience helpful. Typing proficiency: 40-60 wpm.

Cubic Corporation - 18 months ago - save job - block
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