Job Listing Description

IT Infrastructure L2 Support

Description:

BASIC FUNCTION:
Resolves moderate to complex end-user calls and installs, modifies, and repairs desktop and laptop computer hardware and software systems under general supervision.

ESSENTIAL JOB DUTIES/RESPONSIBILITIES: (functions considered essential as defined by ADA)
• Provides Tier 2 support primarily, and as needed Tier 1 support as back up
• Receives and responds to user requests, providing users with technical support
• Receives and coordinates, as needed, all levels of technical questions from users
• Documents all user requests and enters status data from user calls into the Help Desk application
• Establishes and maintains effective lines of communication with end-users throughout the lifecycle of their issue or service request
• Maintains physical security and logical security accounts for assigned systems
• Monitors and resolves entry-level issues relating to systems, network, and security
 Provides basic training to users on new company-provided product releases and new products
 Leverage best practices, common IT solutions and innovative technologies across the enterprise
 Ensures continued performance readiness and development of technical resources appropriate to their level of experience
 Major Incident Management role: level 1 escalation of major incidents
o Responsible for the lifecycle of a major incident
o Document restoration steps
o Provide formal incident review write-up upon restoration of service
o Problem Manager governance
o Afterhours on call responsibilities

• Special assignments or tasks assigned to the employee by their supervisor, as determined from time to time in their sole and complete discretion.



EXPERIENCE:
A minimum of two years of service desk or desktop technician experience is required.

EDUCATIONAL LEVEL:
A minimum of a High School Diploma or equivalent is required.

REQUIRED SKILLS:
Intermediate-level computer skills, decision-making, analytical, problem solving and interpersonal skills. Intermediate reading and writing skills, basic reading skills, the ability to perform basic mathematical calculations, and excellent interpersonal skills with the ability to effectively communicate with others, both written and verbal communication.

PREFERRED SKILLS:
Special training in A+ and Network + or MCDST, MCP, ITIL, and HDI are preferred.


 
Job Number: 1910099473
Job Location: Dallas, TX
Duration: 9 months
Input Date: 03/13/2019
Last Updated: 03/21/2019
Firm Name: PDS TECHNICAL SERVICES
Attention: Amy Kloeppinger
Address: 300 E JOHN CARPENTER FWY STE 700
City, State: IRVING, TX 75062
Phone: 214/647-9600
800 Phone: 800/270-4737
Fax Phone: 214/647-9630
Website: https://pdsjobs.force.com/candidates/job_detail?id=a1i1T000002jWiCQAU&URLSource=cjhunter

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