Help Desk Level 2

Company: ProRec Resource Solutions, LLC
Location: Chester
Posted on: May 23, 2025

Job Description:

Summary

The full job description covers all associated skills, previous experience, and any qualifications that applicants are expected to have.
--- Manage expectations at all levels: customers/end users, executive sponsors.
--- Ensure quality standards are followed.
--- Monitor the team's open backlog of support issues and re-assign issues as necessary to ensure they are closed per agreed upon service levels.
--- Act as the escalation point for high priority support issues.
--- Able to make recommendations on policies on system use and services.
--- Calls software and hardware vendors to request service regarding defective products.
--- Acts as a subject matter expert for one or more custom or COTS applications.
--- Talks to programmers to explain software errors or to recommend changes to programs.
--- May work as in-house consultant and research alternate approaches to existing software and hardware when standardized approaches cannot be applied.
--- Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.
--- Write software and hardware evaluation and recommendations for management review.
--- Write or revise user-training manuals and procedures.
--- Develops training materials, such as exercises and visual displays.
--- Train users on software and hardware on-site or in classroom or recommend outside contractors to provide training.
--- Provides technical assistance, support, and advice to end users for hardware, software, and systems.
--- Provides hands-on technical assistance to business and technical users.
--- Investigates and resolves computer software and hardware problems of users.
--- Serves as a contact for level 1 support.
--- Serves as a contact for users having problems using computer software, hardware, and operating systems, and escalates as necessary.
--- Determines whether problem is caused by hardware, software, or system.
--- Answers questions, applying knowledge of computer software, hardware, systems, and procedures.
--- Talks with technical and non-technical co-workers to research problem and find solution.
--- Asks user with problem to use telephone and participate in diagnostic procedures, using diagnostic software or by listening to and following instructions.
--- Experienced with a variety of call-tracking software and systems.
--- Reads trade magazines and engages in independent study to maintain current industry knowledge.
--- Follow quality standards and displays strong customer service skills.
--- Able to work in a team environment.
--- Complete assigned tasks.
--- Strong communication skills; both written and spoken.

Keywords: ProRec Resource Solutions, LLC, Bel Air North , Help Desk Level 2, Other , Chester, Maryland