Desktop Support Technician
2 weeks ago
Job title: Level 2 desktop support technician
**Job Description**:
Executive Summary:
The DOE (Desktop Operations and Escalations) Team manages escalations of a technical nature from various clients (DSS, SDM, CTS, TCI, and Senior IT and Business Managers). They are considered Level 2 within the desktop support structure and require both a high level of technical acumen combined with well-developed verbal and written interpersonal and communication skills.
**Responsibilities**:
DOE Operations Team:
Day to day management of tickets, requests, and escalations from DSS, CTS, TCI and liaise with various resolver teams within WM CTS and Enterprise Infrastructure.
Knowledge Management Process - Review and validate technical documentation and provide general feedback to improve the knowledge repository and overall process.
Problem Management participation identify issues in the environment escalated from within EUS.
Participation in on-call team rotations
- Off Hours Support runs from 5:00pm EST to 7:00am EST and weekends. Off Hours Support is to cover specific tiers
Project Participation
Providing project and status reporting for projects where DOE participation is needed. Attending meetings and managing any workflow back to the team
Support desktop build testing and sign-off
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