We are seeking a number of skilled IT professionals to join our client in Frankfort, KY for a Help Desk Technician opportunity. These candidates will be responsible for a range of tasks, including troubleshooting, managing hardware requests, and providing user guidance.
Tier 2 Help Desk
Responsibilities:
Advanced Troubleshooting: Solve more complex system problems, like software bugs or data issues.
User Training: Teach users how to work with more advanced features and write simple guides.
Problem Analysis: Figure out what's causing recurring problems and help fix them.
Collaboration: Work with the Tier 3 team and system administrators to solve issues and improve the
system.
Documentation: Keep system help articles and troubleshooting guides up to date.
Qualifications:
3+ years of experience in IT support or technical troubleshooting roles.
Experience working with a ticketing system, such as ServiceNow, JIRA, Zendesk, Remedy, etc.
Proven experience in phone technical support, with enterprise-level support being a plus.
Strong troubleshooting abilities for both software and hardware issues.
Clear and e^ective communication skills, especially when helping non-technical users.
Ability to walk non-technical users through complex fixes in a clear, understandable way.
Excellent problem-solving and customer service skills to provide a good experience for end-users.
About EEG: Eight Eleven Group (Brooksource) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, citizenship,