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Job Description: Help Desk Specialist - Tier 2

Job Description

Help Desk Specialist - Tier 2 


Responsible for providing end user support and software, hardware, and network assistance. Relies on experience and judgment as well as pre-established procedure and instructions to identify, research and resolve technical problems presented through Level I, II and III (when possible) Help Desk tickets. Documents, tracks and monitors the problem to ensure a timely resolution.

Key Responsibilities

  • Troubleshoot and resolve trouble tickets related to technical difficulties with hardware, software, and the network.
  • Triage Level II and Level III trouble tickets
  • Resolve Network switch and connectivity issues
  • Collaborate with development staff to recreate problems in the test environment
  • Verify issue resolution on the customer’s behalf
  • Verify with the customer that the issue has been resolved and update the ticketing system
  • Interface with infrastructure, database, and development personnel
  • Communicate plan, progress, and issues in a timely manner
  • Actively contribute to ongoing process improvement
  • Performs other duties or special projects as assigned
  • Ability to complete multiple simultaneous projects in a timely manner

Other Key Responsibilities


  • Bachelor’s degree from a four-year college or university preferred.
  • 2+  years customer support/help desk experience
  • Strong communication, interpersonal, and analytical skills
  • Ability and desire to provide excellent customer-service to internal customers
  • Working knowledge of MS operating systems and applications
  • Ability to work independently and in a dynamic environment
  • Healthcare experience desired

Othe Skills


Created at 8/12/2009 4:35 PM  by System Account 
Last modified at 8/12/2009 4:35 PM  by System Account