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Service Desk Level 2 Technician

Telux Systems Chandler, AZ
  • Posted: over a month ago
  • $20 Hourly
  • Full-Time
  • Benefits: Vision, Medical, Life Insurance, 401k, Dental

We are seeking a Service Desk Level 2 Technician to join our team! You will resolve computer-related issues for your client. The successful candidate will be able to perform a high-level of First Call Resolution in a 24x7x365 Service Desk environment.

Responsibilities:

  • Provide technical assistance with computer hardware and software
  • Recommend hardware and software improvements
  • Answer phones and/or email and create tickets, using ServiceNow, to help resolve/track user issues
  • Offer first line of customer support, and provide information that may be found in the Knowledge DB and/or manuals
  • Cooperating and supporting colleagues and interacting with other support groups
  • Analyzing information and evaluating results to choose the best solution to solve issues
  • Observing, receiving, and otherwise obtaining information from any relevant source
  • Resolve technical issues within the policies and guidelines provided
  • Following a knowledge base and priority matrix for issue resolution
  • Remote diagnostics and troubleshooting client workstations
  • Respond to general inquiries and nontechnical questions
  • Providing prompt and courteous customer service
  • Track, troubleshoot and bring customer issues and problems to resolution
  • Provide website navigation assistance
  • Password recovery/reset

Qualifications:

  • High School Diploma and 2-4 years Help Desk experience (required)
  • Previous experience in IT, customer service, or other related fields
  • Ability to build rapport with clients
  • Strong troubleshooting and critical thinking skills
  • Positive and professional demeanor
  • Ability to handle common technical questions such as local systems set-up and local network issues
  • Comply with data and interoperability standards as well as technical solutions for issues that have established resolution methods
  • Punctuality and Ability to work in a 24/7/365 environment including Holidays
  • Knowledge of Remote Desktop or other applications (BOMGAR, Dameware)
  • Proficient with Windows 10 operating system
  • Proficient with Microsoft Office 2007/2010
  • Passion to keep up-to-date technically and applying new knowledge to your job
  • Ability to Take Constructive Criticism
  • Excellent customer service skills

Preferred Qualifications:

  • ITIL v3 certified
  • College degree
  • Experience/Familiarity with ServiceNow and/or Remedy trouble ticketing system
  • Experienced in the use of remote access applications

Telux is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity or expression, religion, national origin, marital status, age, disability, veteran status, genetic information, or any other protected status.

Telux Systems

Why Work Here?

Fantastic small rapid growth company - come join our family!

Telux Systems, LLC is a Women Owned Small Business supporting our federal government customer’s critical missions by providing forward thinking, efficient and effective Information Technology (IT) infrastructure, logistics, and software development engineering, life-cycle, and O&M services.

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