Tier 2 Service Desk Technician

Overview:

The Tier 2 Support Technician provides all aspects of end-user and workstation support. This primarily includes workstation and printer installation and repair, configuration and support for operating systems, off-the-shelf software, custom application software, minor network cabling required for workstation installation, troubleshooting of workstation application problems, connectivity and performance, as well as user account management. This group is also used for the monitoring of system and server performance through defined tools and procedures and for generally less advanced server administration tasks, such as backups and patch installations.

Duties and Responsibilities:

• Handles incoming calls and system alerts, logs and refers the calls and alerts as appropriate, and assists users either in person, over the phone, or both.
• Log all incidents and requests through Level 10 Solutions PSA system.
• Troubleshoots, diagnoses, and resolves PC software/configuration problems, referring more complex issues to senior personnel.
• Performs basic account management such as: resetting passwords, unlocking accounts, and modifying user groups.
• Install, maintain and repair desktop related equipment and software (PCs, peripherals, laptops, printers, mobile devices, phones, scanners, workstation on wheels, standard/nonstandard local software including but not limited to MS Office, Visio, Adobe).
• Participate in On-Call rotation as assigned by management, complying with the departmental on call policy. Participate in after-hours support activities as required.
• Engage and coordinate with hardware and software vendors to repair/support technology components in a timely manner.
• Provide on premise support for all Level 10 Solutions clients. Perform equipment relocation as needed.
• Participate in onsite support rotation to Level 10 Solutions offsite clients.
• Maintain strong expert level knowledge & understanding of current operating systems, network, printing and how hardware interacts with systems.
• Assists in instructing and training new staff.

Job Requirements:

• Associates Degree preferred but equivalent experience acceptable.
• Minimum of one (1) to three (3) years' experience required.
• Travel required to support Level 10 Solutions clients.
• Technology oriented.
• Excellent team collaboration and interpersonal skills.
• Able to work with a minimum of supervision.
• Possess Excellent customer service skills.
• Clear, analytical thinking driving towards problem resolution.
• Detail oriented.
• Adaptable to new technologies and process initiatives.

Preferred Certifications:

• Comptia A+
• ITIL V3/V4
• Comptia Network +