IBM Tier Help Desk Support Specialist - Rocket Center WV 

United States, Alabama, Huntsville 

65420327

Key Responsibilities:

• Provide Tier 2 support for software-related issues, working closely with Tier 1 to identify and resolve application tickets.
• Analyze and escalate complex technical problems, ensuring prompt and accurate resolutions.
• Train and support Tier 1 staff to improve their ability to handle issues at first contact.
• Author and maintain knowledge documents to assist in training and troubleshooting.
• Collaborate with other teams to ensure seamless problem resolution and service improvement.

Rocket Center, WV (3 days onsite per week required)

Required Skills:

• Minimum of two years of experience in a related technical support or service desk role.
• Strong troubleshooting skills with the ability to quickly diagnose and resolve technical issues.
• Above-average communication and customer service skills, with a strong focus on user satisfaction.
• Ability to work effectively in a metrics-driven environment, balancing speed and quality of service.
• Familiarity with IT service management (ITSM) tools and best practices.

Preferred Technical and Professional Expertise

• College experience or relevant coursework.
• Strong working knowledge of PC usage and common end-user issues.
• Customer service oriented with a focus on delivering high customer satisfaction.
• Excellent problem-solving skills with the ability to analyze, define, and prioritize tasks.
• Ability to multitask, meet deadlines, and remain flexible in a fast-paced environment