Helpdesk Technician Level 2

Position: Helpdesk Technician Level 2 Position Type: Regular Full-Time Salaried Employee Location: Must be located in Orlando Role Summary: As a Tier 2 Helpdesk Support professional, your primary responsibility is to provide technical expertise and advanced troubleshooting to resolve complex software, hardware, or network-related issues escalated from Tier 1 support or identified through proactive monitoring. You will work closely with Tier 1 support staff, system administrators, and other IT teams to ensure timely and effective incident resolution. Your role requires in-depth technical knowledge, strong problem-solving skills, and the ability to handle escalated user issues. RESPONSIBILITIES Advanced Troubleshooting: Resolve complex technical issues escalated from Tier 1 support by utilizing in-depth technical knowledge, troubleshooting methodologies, and problem-solving skills. Analyze symptoms, identify root causes, and implement appropriate solutions. Incident Management: Take ownership of escalated incidents and manage them through to resolution within defined service level agreements (SLAs). Collaborate with other IT teams and vendors as necessary to expedite incident resolution. Technical Expertise: Serve as a subject matter expert (SME) for specific applications, systems, or technologies. Stay up-to-date with the latest industry trends, best practices, and emerging technologies related to the supported environment. Knowledge Base and Documentation: Contribute to the creation and maintenance of the knowledge base by documenting known issues, resolutions, and troubleshooting procedures. Ensure accurate and up-to-date documentation to facilitate efficient issue resolution by Tier 1 support and self-service support for end-users. Root Cause Analysis: Conduct thorough investigations to determine the root cause of complex or recurring issues. Collaborate with other teams to implement preventive measures and recommend process improvements to minimize future incidents. Escalation and Collaboration: Collaborate with Tier 1 support staff, system administrators, network engineers, and other IT teams to resolve escalated issues. Provide guidance, advice, and technical assistance to Tier 1 support personnel to enhance their skills and knowledge. Change Management: Participate in change management processes by reviewing proposed changes, performing impact assessments, and ensuring smooth implementation of changes related to the supported environment. Training and Mentoring: Assist in training and mentoring new Tier 2 support staff, sharing knowledge, best practices, and technical expertise to enhance the overall capabilities of the team. Continuous Improvement: Identify areas for process improvement, automation, or streamlining support procedures to enhance efficiency, reduce incident resolution time, and improve user satisfaction. QUALIFICATIONS & SKILLS Bachelor's degree in Computer Science,…