Desktop Technician Tier 2

Title: Desktop Technician (Tier 2)

Duration: 1 year + possible extension and or right to hire

Location: Full-time 40 hours per week on-site Midtown Manhattan

Compensation: $40.00 - $50.00/hour with full benefits

The Information Technology team at AIS supports a global work force for a White Glove Client. The Onsite, Tier 2 Support Technician will be responsible for providing a complete end-to-end solution for any requests or issues coming into the Help Desk. As a member of the Tier 2 Support (T2) Team you will interface daily with employees, and the internal technology team. This role requires someone who is outgoing, has excellent communications skills, enjoys working as part of a team, can successfully multi-task, and thrives on solving user's technical issues in a timely manner.

In this exciting position, you'll spend a lot of time gaining comprehensive knowledge to the overall enterprise technology environment within the organization and is a great opportunity to expand your technical skill and grow into the next role.

User Technology Support

· Provide Tier 2 technology support and escalation point for the Tier 1 Help Desk team

· Support mixed Windows 10 and MacOS environment (75% Windows and 25% MacOS)

· Support of VIP staff and Executive Team

· Flexibility to perform other duties as assigned

· Provide regular day-to-day support as needed

Core responsibilities include

· Ticket & queue management using ITSM tool

· Ability to communicate technical problems and solutions to a non-technical user base

· Provide excellent customer service

· Proficient in problem solving

· Potential to lead projects that advance the capabilities of technology team

· Provide ad-hoc off-site support for executive user-base

Computer/User/Application Management

· Manage software deployments

· User access controls thru Active Directory security groups

· Manage day-to-day administration of critical systems (MFA, Phone System, MDM, O365, Collaboration tools, etc)

· Microsoft Office 365 suite, Remote access, Video conference technologies, Printing technologies, Telecommunications – Cisco VoIP phone systems

· Participate in desktop and laptop hardware lifecycles (replacement planning, imaging, deployment, removal)

Implementation of security standards on end user endpoints

· Working closely with the IT Security Team to ensure their guidelines are followed on the end user computing environment including software updates, vulnerability patching, etc

Character

· Someone who is action oriented, focused on delivering results and centered on providing excellent end-user experience

You’ll need to have:

-5+ years of IT knowledge and experience/exposure in the following areas:

-Experience with desktop security initiatives

- Experience using desktop management tools (i.e. SCCM, WSUS, LanDesk, etc.)

- Experience with Group Policy and Active Directory management

- Understanding of Cloud services like Azure, G-Suite, O365

- Experience providing Tier 2/3 support

- Demonstrated ability to communicate

We’d love to see:

· Experience with data and analytics

· Process and documentation knowledge

· ITIL Certification

· Technical certifications, for instance A+ Certification, Microsoft Certification (MCP or MD-100 and MD-101)

· Experience with Intune and JAMF

· A team player who can also work independently

· Someone passionate about technology

· A multi-tasker who is effective and patient under pressure

· A problem solver who is able to prioritize

· Experience with remote support tools

· Learning new technologies as they are deployed

· Able to work extended and flexible hours

Job Type: Full-time

Pay: $40.00 - $50.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 5 years

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• IT: 5 years (Required)

Work Location: In person