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Nancy Gracia BS HSM

Nancy Gracia BS HSM

Senior Help Desk Support Specialist

Southern Glazer's Wine & Spirits

Miami/Fort Lauderdale Area, us

• Developing and maintaining health services information systems, including hardware and software options for managing patient records, insurance and billing data. • Effective motivator, communicator and advocate with inherent ability to manage all types of personalities, diffuse stressful situations, proactively resolve issu...

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Southern Glazer's Wine & Spirits

Senior Help Desk Support Specialist

Senior Help Desk Support Specialist provides Tier 2 support for end users requesting technical support for IT-related problems. Receiving support request tickets that have been escalated by Tier 1 Help Desk Support. These support requests are typically beyond the capabilities of a junior resource to successfully resolve. Requests may involve working with other resources and vendors to deliver effective support services. Providing ongoing technical support and follow up with end users. Maintaining accurate log and description of incident and resolution efforts in the tool of record. Handling special projects assigned by the IT Support Senior Manager. Providing backup support in all aspects to all Help Desk Support Specialists.

Core responsibilities:
• Analyze and improve knowledge database to reduce call times and improve call outcomes
• Analyze call tracking database to identify trouble patterns, and work with impacted applications and technical teams to document steps needed for improvement
• Research and resolving difficult and complex problems that Tier 1 Help Desk Support Specialists are unable to resolve
• Install, support, configure, evaluate, maintain, monitor, and analyze systems and software in a client network environment
• Configure user accounts in Active Directory
• Ensure laptops and desktops are updated with the latest patches to guarantee secure and viable systems
• Support remote users and VPN client connectivity
• Follow the checklist for creation of all user accounts in Active Directory and dependent systems
• Utilize remote monitoring and management software to resolve client requests
• Assign ticket severity
• Escalate tickets to a Help Desk Support Specialist III if the problem requires support from a more experienced resource
• Maintain ownership of service tickets throughout the lifespan of the support request
• Stay up-to-date on Southern’s application landscape to always ensure the highest level of service and support to the organization.