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Help Desk Technician - Level 2
Provide advanced technical support and mentor Level 1 Help Desk Technicians.
Calgary, Alberta, Canada
Junior
5 days ago
Rising Edge Group
Specializes in high voltage electrical contracting services for the utility, industrial, and renewable energy sectors.
1 Similar Job at Rising Edge Group
Help Desk Technician Level 2
Reporting to the IT Manager, the Help Desk Technician Level 2 is responsible for providing advanced technical support to internal users. This role involves troubleshooting complex hardware and software issues, assisting with system installation and upgrades, and ensuring efficient communication between users and the IT department. The Help Desk Technician Level 2 will also document solutions and contribute to the development of best practices for ongoing support.
Responsibilities
- Provide technical support for hardware, software, and networking issues that cannot be resolved by Level 1 support.
- Diagnose and troubleshoot IT issues, escalating to higher-level support when necessary.
- Assist users with complex IT problems via phone, email, or in-person.
- Document technical issues and solutions in the Helpdesk ticketing system.
- Maintain a high level of customer satisfaction by providing responsive and thorough support.
- Perform software installations, hardware upgrades, and system configurations as required.
- Monitor, track, and resolve reported issues in a timely manner.
- Contribute to the creation and maintenance of technical documentation and knowledge base articles.
- Assist with training and mentoring Level 1 Help Desk Technicians.
About Rising Edge Group
Specializes in high voltage electrical contracting services for the utility, industrial, and renewable energy sectors.