Service Delivery Tier 2 Analyst - REMOTE - 4622

IT Tech Support - Tier 2

Desired candidate is an IT technical professional who provides superior support to the end-user experience, with strong technical knowledge in areas including: user end support (desktops, laptops, printers and software), application support, management of help-desk type systems like ticketing systems and imaging software, networking, network printing, audio/video and telephony (VoIP), Active Directory, Windows Server Operating Systems, and VMWare. This individual also serves as high-level support for escalated complex issues.

Education and Experience:

1. High School diploma or equivalent (Degree preferred)

2. 3-7 Years of IT, Help Desk and/or MSP experience

3. Competency Certifications preferred (CompTIA, Microsoft, VMWare, etc.)

Required Qualifications and Job Description:

• Excellent inter-personal skills; as good with people as you are with computers.
• Experience providing high quality customer desktop support for desktop applications and devices such as printers. This includes fast response rates and accurate and thorough resolutions to desktop issues.
• Experience working with help desk ticketing systems (responding, assigning, closing and following up on help desk request tickets).
• Data administration, retention and recovery experience and knowledge of the different methods and techniques of data retention.
• Experience with basic networking including wireless, wired, security and basic design.
• Experience with producing support documentation for supported products.
• Experience with corporate applications including Microsoft Office and Adobe applications
• Experience with Active Directory account administration
• Experience with Microsoft Outlook and corporate email systems (interfacing at a high level like accounts and connection to the server).
• A high level of communication skill including written and verbal skills. Verbal skills include the ability to communicate technical I.T. issues to non-I.T. technical staff.
• A college degree or equivalent work experience (4+ years)
• Excellent communication, presentation, writing and editorial abilities
• Excellent organizational and time management skills
• Security oriented.
• Apply attained experiences and knowledge in solving problems that are intermediate or complex in scope, requiring in-depth evaluation as well as the ability to identify problems in advance and propose solutions
• Require limited supervision and direction; drive results, and set priorities appropriately and independently
• Ability to work on a 24x7 on-call, weekday and weekend schedule
• A+ Certification
• A passion for IT

Desired Qualifications:

• Experience with enterprise class level networking.
• Scripting – basic logon scripts, etc.
• Excellent customer support experience, understanding and creative personality.
• Higher education or small/mid-sized business IT production experience.
• Experience with desktop imaging
• Experience in USB and Wireless printer analysis to include setup,redirection and resolution issues.
• Experience with VMware
• N+ and/or MCSE Certifications

Teamwork:

A Tier 2 IT Tech Support agent demonstrates the ability to work harmoniously with others to accomplish tasks, promotes a positive work environment, and demonstrates respect for others. This position is required to communicate effectively with others and provide constructive suggestions to improve team performance.

Leadership:

Acts in a self-directed manner; takes action before being directed by others or forced by events. Seizes opportunities and is proactive in avoiding potential problems.