Tier II Help Desk Support

Adecco is currently assisting a local client in their search to fill an exciting Tier II Help Desk Support role in Pittsford, NY!  Apply now if you meet the qualifications listed below!
**Must be eligible to work for any employer in the U.S. without sponsorship / no corp to corp or 3rd party contracting arrangement / Adecco W2 only.
please feel free to reach out to: Matthew Greene at Matthew.Greene@adeccona.com

Job Title: Tier II Help Desk Support
Duration: 5 Months
Location: Pittsford, NY
Hours: Monday – Friday 8am – 5pm
Pay: 23.00$ per Hour
Essential Job Functions:
  • Answer incoming phone calls, emails, and other inquiries into the Lenel Technical Support Center.
  • Identify and document the problem summary and description as described by the customer as well as record the call details in the Customer Relations Management (CRM) tool following the documented processes.
  • This will include step by step results of the troubleshooting performed, as well as all customer statements of importance, and any supported documentation.
  • Utilize internal tools such as: SalesLogix, Knowledge Base, DevTrack, HP Quality Center, SharePoint, Google, etc. to research problems for known and existing solutions.
  • Follow documented processes to ensure callers are certified as outlined in the Value-Added Reseller (VAR) certification program and have current qualified support agreements in place.
  • Assist with testing on new/existing products.
  • Continually utilize the TSG wall board to assess daily performance.
  • Work with management to dynamically adjust priorities in order to provide the best possible service levels while maintaining and improving established service levels.
  • Perform all other duties as assigned 
  • May be required to provided 24x7 support on a needed basis, compensation would be provided
Skill Training:
  • LenelS2 provides complete certification training to become capable in supporting our range of security products.
  • We also offer ongoing training and recertification to keep you on the cutting edge of knowledge and skill.
  • Technical Support Specialists also undergo a period of job shadowing and mentoring before becoming capable and confident in handling technical calls on their own. •
    • OnGuard Hardware and Software Fundamentals
    • Advanced Access Control
    • OnGuard Digital Video
    • Prism Video 
    • VOC/Ultraview
    • Credentialing Technology and & Biometrics 
    • Enterprise Overview
    • Wireless Lock Technology 
    • SQL Database Fundamentals 
    • DataConduiT 
    • DataExchange
    • Custom Reports
    • NGP 
    • Intrusion 
    • Sound Networking Essentials
    • NEC Workshop

Education Requirements:
  • High School Diploma/GED minimum with a minimum 4 years of related experience or Associates degree in Computer Science, IT, or electronics (preferred)
  • Technical Certifications: such as Net+/MSSQL/MCP/MCSE/MCDBA (preferred)
  • Technical Qualifications: 2 years’ experience in customer service and/or technical help desk
  • Experience working with currently supported operating systems, including the latest commercially supported Microsoft Operating systems
  • Understanding of basic AC and DC circuitry and electronics
  • Comprehensive understanding of current network topologies and protocols
  • Entry-level knowledge of SQL database engines required, advanced knowledge preferred
  • Experience in Access Control, Video, Intrusion and related technologies a plus
  • Advanced knowledge of digital and analog video platforms
  • Understanding of network packet analysis software such as Wireshark Other Qualifications
  • Excellent listening, verbal, and written communication skills
  • Excellent interpersonal skills, ability to work well with customers, peers, management and other departments
  • Must have the ability to multitask and work independently
  • Must be detailed oriented in order to effectively resolve technical customer issues
  • Must be enthusiastic, self-motivated and demonstrate excellent problem solving and decision-making skills
  • Ability to meet tight deadlines and adapt to change
Maintain the following metrics: Ø 90% Attendance (unscheduled absences) and working (logged in) at the start of your shift. Ø MFA (greater than >5) Ø 75 calls per month unless engaged in Supervisor directed reoccurring projects of tasks Ø Average handle time 30 min or less– decrease should be seen over 6-month period of initial “startup” Ø Update tickets at 80% every 3 days for non-escalated and 95% for escalated tickets or with engineering engagements.
How to Apply: Click on “Apply Now” to be considered for this position or any other opportunities with Adecco.
IMPORTANT: This position is being recruited for by Adecco’s National Recruitment Center, not your local Adecco Branch Office. To be considered for this position, you must use the “apply now” button to submit your resume. If you have questions about the position, you may contact Matthew.Greene@adeccona.com . For other opportunities available at Adecco go to www.adeccousa.com.
The Adecco Group is a global leader in HR services.  Our group connects over 700,000 associates with our business clients each day through our 6,600 offices in over 70 countries and territories around the world.  We offer employment opportunities at any stage in your professional career.  Contact us today to discuss available contract and direct hire positions.  Adecco Group provides one of the most comprehensive benefits packages in the industry to contract workers to include Holiday, 401(k), Insurance Benefit Plans and Service/Anniversary Bonus opportunities.
Equal Opportunity Employer Minorities/Women/Veterans/Disabled

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Reference number US_EN_99_022862_469986