The Help Desk Technician II identifies, researches and resolves technical problems of moderate complexity. Provides support to end users for computer, application, system, device, access and hardware issues. Being a Help Desk Technician II documents, tracks, and monitors the problem using applicable systems and tools. Responds to telephone, email and on line requests for technical support. In addition, Help Desk Technician II may coordinate with other teams or departments to resolve user problems. May require an associate's degree or its equivalent. Typically reports to a supervisor or manager. Being a Help Desk Technician II gains or has attained full proficiency in a specific area of discipline. Works under moderate supervision. Working as a Help Desk Technician II typically requires 1-3 years of related experience.
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The Help Desk User Support II troubleshoots and resolves basic computer, application, system, device, access, or performance issues. Responds to end-user requests for technical assistance by phone, email, or ticketing system. Being a Help Desk User Support II utilizes product information or solution database to research, troubleshoot, and deliver solutions. Uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards. In addition, Help Desk User Support II advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed. Escalates problems to appropriate levels or teams to achieve issue resolution. May support installs or upgrades of software or devices, set up user profiles, or re-set passwords. Fulfills all service level standards for response time and quality. May require an associate degree. Typically reports to a supervisor. Being a Help Desk User Support II works under moderate supervision. Gaining or has attained full proficiency in a specific area of discipline. Working as a Help Desk User Support II typically requires 1-3 years of related experience, or may need 0 years of experience with additional specialized training and/or certification.