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Tier II Help Desk Analyst
Ref No.: 20-01588
Location: Miami, Florida
Find out why eXcell is the employer of choice for contractors! Join eXcell and enjoy our generous employee benefits!
Help Desk Support Analyst needed to provide fast and useful technical assistance remotely on computer and surveillance systems. You will answer queries on technical issues and offer solutions.
Excellent technical knowledge and the ability to communicate effectively to explain the problem and its solution. They must also be customer-oriented and patient to deal with difficult customers.
Responsibilities and Duties:
  • Serves as the Tier II point of contact for customers seeking technical assistance over the phone
  • Performs remote troubleshooting through diagnostic techniques and pertinent questions
  • Determines the best solution based on the issue and details provided by customers
  • Walks the customer through the problem-solving process
  • Directs unresolved issues to the next level of support personnel
  • Provides accurate information on IT products or services
  • Records events and problems and their resolution in logs
  • Receives, creates, and escalates tickets in Remedy / ServiceNow
  • Uses Tivoli remote control tool to access users’ machines daily for support
  • Assists help desk and end users with technical questions about remote access and technical assistance
  • Assists with two-factor authentication issues such as assign, unlock, and resynchronize tokens
  • Supports all versions of Windows and MAC operating systems
  • Unlocks and resets passwords in Active Directory
  • Checks internet connectivity
  • Documents all cases
  • Follows up and updates customer status and information
Qualifications and Skills:
  • Previous Tier II experience required
  • Operational knowledge of principles, practices, and techniques used in the installation, maintenance, support, and management of wireless, VPN, network monitoring, and network management
  • Must have the ability to work at home and their own phone line
  • Excellent understanding of computer systems, mobile devices, and other tech products
  • Ability to diagnose and resolve Tier II technical issues
  • Excellent communication skills
  • Customer-oriented and professional
  • Experience with DNS / DHCP services
W2 only, no Corp to Corp. We are unable to sponsor H1B visas at this time. **eXcell™ Supports Equal Employment Opportunity** eXcell™, a division of CompuCom® Systems, Inc., a global company headquartered in Bellevue, Washington, provides IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit