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IT Help Desk Specialist II
Ref No.: 19-00273
Location: Columbia, Maryland
Position Type:Contract
Duration: 12+ months
Compensation: up to $25/hr (W2 only)


Responsibilities/Requirements:
  • Provides a timely response to advanced service requests.
  • Provides first level problem analysis and problem resolution for advanced issues.
  • Masters base knowledge of assigned applications, hardware and network to support clinical and business environments.
  • Resolves or escalates service requests when necessary.
  • Uses Helpdesk Call Tracking application to log all service and update requests accurately and well detailed.
  • Collects data from customers to aid problem determination/resolution of request.
  • Provides on-going follow up to customers until resolution of issue.
  • Provides advanced customer assistance to identify and specify the nature of the request or problem.
  • Provides advanced troubleshooting and assists customers with systems issues including Novell, AD, PC/Laptop/Mobile, printer, software, hardware, network connectivity and database problems over phone or remote support.
  • Provides advanced IT Tiered support teams by obtaining and providing appropriate information for escalated issues.
  • Monitors CIH Interface page and provides appropriate support.
  • Notifies appropriate IT Tiered support teams for mission critical issues and adheres to department escalation policy.