Level 2 Specialist Training

What is step number 4 of scheduling a dispatch appointment?

1 - Determine if dispatch is required

2. 2 - Create a task for the Incident

3. 3 - Add required information

   1. (ie peripherals, location and contact info to the task)

4. 4 - ????????????

5. 5 - Schedule Dispatch with the User

6. 6 - Call the campus's lab and coordinate dispatch if the user needs assistance ASAP

• 2. End the call with the user

• 2. Notify a supervisor the task is made

• 2. Assign the Task to the proper campus

• Reassign the incident

At the Help Desk, what responsibilities are expected of Level 2 Specialists?

( multiple correct answers )

• Answer calls

• Be the first level of support for Level 2's to go to when they need assistance

• Answer and approve(if email certified) emails from the email queue

• Check HD_ID for ID's and validate CVC numbers from consultants so we can proceed with AK's and DUO Bypass Codes

• Complete tasks delegated to you by Supervisors or Fulltime

True/False

Are L2 Specialists working at labs required to work on emails while on shift?

• True

• False

What should always be put in the worknotes when performing the second half of a password reset? (multiple correct answers)

• The user's new AND old passwords

• Re-pasted NetID admin information reflecting the change

• The steps used to assist the user

• That you were successfully transferred the call, and took over for second half

• Any additional issues or concerns brought up and addressed during the call

[ITS] Which Assignment Group should we escalate to?

An ITS issued / managed device is physically damaged and must be repaired

• ESD - ITS Field Support

• ESD - ITS System Admins

• ESD - ITS Development

[ITS] Which Assignment Group should we escalate to?

A caller from an ITS supported department needs their ITS account reactivated

• ESD - ITS Field Support

• ESD - ITS System Admins

• ESD - ITS Development

What is the minimum number of emails we suggest you complete before applying for email certification?

• 15

• 25

• 20

• 40

When are ITS Modules Due?

• January 28th, 2024

• March 18th, 2024

• February 18th, 2024

• May 1st, 2024