Service Desk Consultant II

The Service Desk Consultant II role provides Tier II level of support to end users by handling service requests that have been escalated by Tier I, in addition to Tier I requests as needed.  Support will be provided onsite, remotely, over the phone, or via email. Problem resolution involves the use of a Ticketing system to prioritize, document and resolve requests. Responsible for developing and implementing solutions for network, desktop, and server issues including the ability to analyze existing systems and make proactive recommendations for improvements.

NOTE: This position is not static and will be revised as the needs of KGP’s business and the Information Technology department evolves.

Responsibilities

Strategy & Planning

• Identify and improve processes for resolving frequently reported issues.
• Manage and prioritize assigned requests to ensure timely resolution per established Service Level Objectives (SLOs).
• Escalate tickets to Tier III Technicians if a request cannot be resolved at the Tier II level.

Operational Management

• Field incoming Service Desk requests from end-users via phone, e-mail and in person in a courteous, professional manner.
• Prioritize and schedule requests for resolution. Escalate issues to Tier III support as needed.
• Resolve issues at the desktop level, including installing and upgrading software, installing hardware and configuring systems and applications.
• Record, track, and document the Service Desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken, through final resolution.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to Service Desk requests.
• Meet all Service Level Objectives (SLOs).
• Maintain documentation such as knowledge base articles and FAQs.
• Provide technical expertise and coaching to Tier I support.
• Administrate and maintain internal software and tools.
• Evaluate existing systems and/or user needs to design, recommend, and implement system changes.

Position Requirements

Formal Education & Certification

• Three to six years applicable work experience.
• College diploma or university degree in computer science or related field (preferred but not required).
• Certifications: MCP, A , Network , Security (preferred but not required).

Knowledge & Experience

• Advanced knowledge of computer hardware, including laptops, desktops, servers, printers and handheld scanners.
• Experience with Microsoft Windows and Windows Server operating systems.
• Advanced knowledge and experience with Microsoft Office.
• Advanced knowledge of a range of diagnostic utilities, including remote access tools, Computer Management, Windows Registry and Event Viewer to assist in troubleshooting.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.

Personal Attributes

• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.

Work Conditions

• Occasional evening and weekend support required.
• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals up to 25 lbs.
• Some travel may be required for the purpose of offsite user support.

KGP Telecommunications, Inc. and Bluestream Professional Services, LLC are Equal Opportunity and Affirmative Action employers of females, minorities, veterans and disabled

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This is not a Contract or an Employment Agreement.

KGP Telecommunications, Inc. reserves the right to modify

this job description without notice.