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Position Description: Tier II Help Desk

Under the supervision of the IT Support Manager, the Help Desk Support Specialist(Tier II Help Desk) will provide support for internal and external business processes. The Help Desk Support Specialist will perform a variety of tasks and projects in accordance with PRI’s Service Level Agreement (SLA) standards and protocols.

Responsibilities:

• Understand and represent PRI™'s mission, vision, and values to all internal and external customers
• Engage clients in appropriate communication that manages client expectations and builds a collaborative relationship with the client
• Provide first call resolution for internal and external users requiring assistance with issues and problems including any additional follow up that may be required
• Interact with project team members in order to successfully fulfill contract obligations with the highest quality and in a timely manner meeting PRI™'s ISO requirements
• Instills integrity throughout the organization via active participation in ISO requirements including but not limited to timely submission of Corrective Action Plans for all matters in which either PRI™'s standards and/or corporate contract standards have not been met. Communicating outcomes to team members to ensure a positive, open, environment which mitigates risk and achieves a culture of Continuous Quality Improvement
• Adhere to PRI™'s production standards
• Adhere to PRI™' policies and procedures
• Knowledge of computer hardware and software including Microsoft Windows and Linux Operating systems current versions
• Experience supporting MS Office Suite
• Experience working with Active Directory
• Monitor ManageEngine for tickets assigned to user queue and process based on assigned priority
• Assist with on-boarding of new users
• Advanced troubleshooting and multi-tasking skills
• Install, test and configure new workstations, peripheral equipment and software
• Excellent verbal and written communication skills
• Work collaboratively with internal and external groups in a team environment to improve overall customer service and support
• Work with software and hardware vendors to efficiently identify and resolve user issues
• Respond to user’s requests for information and assists in problem resolution
• Escalate problems that can’t be resolved at first level to next level technician within predetermined service level agreement
• Assist systems and programming personnel as requested
• Initiate corrective action or carries out instructions to resolve system problems
• Strive to learn the job functions of the position’s immediate superior as well as peer level positions with whom the individual interacts
• Fulfill departmental requirements in terms of providing administrative notification during periods of illness, vacation, or education
• The position includes some evening, weekend and on-call work as required
• Track, prioritize, and immediately document all issues with resolution using an IT support request system. Maintain IT tracking and status reports
• Track, report and communicate status during problem resolution. Follow up on open IT issues to drive on-time closure. Ensures on time delivery
• Facilitate and assist with projects within the Division as required
• Assist with the maintenance of user accounts as required
• Interact with PRI staff in a professional and accountable manner
• Participation in team meetings as required
• Provide assistance as needed to team members; technical assistance or other support
• Perform system installation, backup, maintenance and problem solving
• Assist in providing hardware and software support
• Responsible for supporting, configuring, maintaining, and upgrading the corporate network.
• Perform other duties as assigned