24 days old

Help Desk Technician Tier 2

Kelly Services
Cleveland, GA 30528
**Help Desk Support Technician - Tier 2**

**Cleveland, GA**

**6 month contract with opportunity for hire**

This is a point of escalation, so 3-5 years needed in a tier 1 entry level role will be needed. The ideal candidate has great communication skills, strong experience in Microsoft applications and HP hardware. Ticketing system experience needed, Omnitracker preferred.

**Preferred Qualifications:**

Associates Degree

IT discipline experience 3 5 years

Strong analytical skills

Strong communication skills and organizational skills

Commitment to continuous improvement and learning up to date practices within the industry

Team player

Experience with LAN, Desktop PCs, Applications & Operating systems

Proactive, self-motivated and able to work with minimum supervision in a fast paced environment

Must have strong organizational skills and ability to meet deadlines

**Essential Duties and Responsibilities:**

This position ensures cost effective requirements, security and integrity of data. Provides users of information systems a reliable environment. Provides a high level of customer service and help teach computer users to be more proficient and self-sufficient. Must work effectively within the corporations IT guidelines.

Practices good housekeeping in all work areas and in electronic filing systems.

Manage data backups - Change tapes on schedule, clean drives as needed, comply with off-site rotation policy and archive data appropriately to magnetic or optical media. Ensure that all media is stored securely.

Mitigate risks presented by virus/adware/spyware threats - Immediately take corrective action on any virus/adware/spyware identified by corporate utilities to protect the integrity of data and the network. Apply patches and hotfixes as directed by Level 2 IT staff.

Maintain network infrastructure - Work to provide maximum availability of data and voice services or devices. Monitor and manage disk space utilization and housekeeping on all relevant systems. Keep documentation current to ensure accurate data when troubleshooting or analysis is required.

Provide afterhours support for local business- During weekends, holidays, and off-time provide support for production down emergencies.

User Support - Utilize Omnitracker to field, record and document problem resolutions for end-users. Recognize their needs; provide solutions related to the use of desktop software, hardware and common

systems. Train users in efficient use of software and systems.

Communicate changes in the IT systems to the local sites and help with needs of the project management team.

Software Design, Development and Implementation - Facilitate the design, development, automated installation, implementation and effective utilization of new software according to the agreed upon systems and architecture and infrastructure.

IT Organization support - Communicate with and support activities of the fellow IT staff in Telecom & Infrastructure - Enterprise Applications - ERP and PMO groups. Participate in SME group activities.

Training - Train users to use appropriate tools, services and to be self-sufficient. Train IT professionals for improving the tools and services. Train the business professionals for employing the analysis tools to generate information.

Administration - Coordinate internal and external technical resources to provide

maintenance and support of installed I.T. infrastructure. Review proposed purchases for justification and adherence to standards.

Hardware - Help plan and manage the procurement, maintenance and disposition of obsolete computer equipment. Accurately record and track current IT assets using CMDB.

Phone Systems - Provide local support for the Telecommunications Strategy.

Budget- Assist as needed in budgeting for direct and allocated IT services and equipment.

Maintain adherence to Company policies, safety/ergonomic standards and good housekeeping practices.

Understand and implement the health and safety policy and to integrate health and safety considerations into daily work activities.

Coordinates with - IT Regional staff personnel, FNGP IT Leadership, other IT groups, contract vendors and business areas.

Participate in 2nd level teams or dispatchers group.

Train other newer 2nd level/dispatcher colleagues in specialized areas

Document any new tasks presented to your 2nd level teams/dispatcher

Monitor ticket queues keeping low ticket counts in both local support and 2nd level support.

Escalate tickets to 3rd level when they cannot be solved at 1st or 2nd levels.


**You should know:** Your safety matters! Vaccination against COVID-19 may be a requirement for this job in compliance with current client and governmental policies. A Kelly recruiter will confirm and share more details with you during the interview process.

**Why Kelly** **** **Technology?**

Looking to put your tech expertise to work on todays most intriguing, innovative, and high-visibility projects? By partnering with Kelly Technology, youll gain direct connections to top companies around the globe. Our team creates expert talent solutions to solve the worlds most critical challenges. In a world where change is the only constant, our extensive network of industry relationships and IT market expertise help you take your skills exactly where you want to go. Were here to help you gain experience, make an impact, and grow your tech career.

**About Kelly** ****

At Kelly, were always thinking about whats next and advising job seekers on new ways of working to reach their full potential. In fact, were a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live (plus, did we mention we provide a ton of benefits ?). Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.

Kelly Services is proud to be an Equal Employment Opportunity and Affirmative Action employer. We welcome, value, and embrace diversity at all levels and are committed to building a team that is inclusive of a variety of backgrounds, communities, perspectives, and abilities. At Kelly, we believe that the more inclusive we are, the better services we can provide. Requests for accommodation related to our application process can be directed to Kellys Human Resource Knowledge Center.
Kelly complies with the requirements of Californias state and local Fair Chance laws. A conviction does not automatically bar individuals from employment.
Posted: 2022-09-09 Expires: 2022-10-10

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Help Desk Technician Tier 2

Kelly Services
Cleveland, GA 30528

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