Tier 2 Help Desk Specialist – Part-Time, Weekend

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Job Description:

  • Provide expert functional and technical support to clients via phone, email, and chat.
  • Troubleshoot and resolve the most complex customer issues in a timely and efficient manner.
  • Serve as the escalation point for unresolved issues from Tier 2 support or other teams.
  • Document all customer interactions and issue resolutions in the helpdesk ticketing system.
  • Collaborate with Tier 1 and Tier 2 support representatives to ensure seamless service delivery.
  • Maintain up to date knowledge of company products, services, and support policies.
  • Assist in the development and implementation of advanced support documentation and training materials.
  • Participate in ongoing training and professional development opportunities.
  • Participate in rotation to provide 24/7 support.
  • Maintain the security and integrity of sensitive information as per client's needs.
  • Maintains ownership of Incidents, ensuring status update and resolution according to SLAs.

Requirements:

  • High school diploma or equivalent; associate or bachelor's degree in a related field preferred.
  • Minimum of 4 years of experience in a customer service or technical support role, with at least 2 years in a Tier 2 or higher position.
  • Advanced technical troubleshooting skills and the ability to learn new technologies quickly.
  • Excellent verbal and written communication skills.
  • Ability to work independently and as part of a team.
  • Strong organizational skills and attention to detail.
  • Proficiency with helpdesk ticketing systems and customer relationship management (CRM) software – ServiceNow ITSM preferred.
  • Experience with cloud infrastructure based IT systems, with a preference for Google Cloud and Kubernetes.
  • Experience with DevSecOps concepts and practices.
  • Strong communication and interpersonal skills.
  • Ability to pass a clearance to access Sensitive Unclassified Information/Controlled Unclassified Information

Benefits:

  • Competitive compensation
  • Comprehensive insurance options
  • Matching contributions through the 401(k) plan and the share purchase plan
  • Paid time off for vacation, holidays, and sick time
  • Paid parental leave
  • Learning opportunities and tuition assistance
  • Wellness and Well being programs
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