It Service Desk Technician Level 2 ( Night-Shift / Remote )

JOB TITLE: IT Service Desk Technician L2 ( Night-Shift / REMOTE )

LOCATION: REMOTE

Purpose:

Verbally consult with end-users to gather diagnostic information and translate and understand their technology issue(s) to diagnose the issue through debugging, requirements analysis, troubleshooting, and technical analysis. Analyze the issue to determine the appropriate solution. Apply the solution and analyze the results to determine issue resolution. Communicate resolution to the end user in non-technology language. Technicians will be required to conduct their work in such a manner that requires application of broad instructions, objectives and policies requiring considerable initiative and independent analytical and evaluative judgment.

Duties and Responsibilities:

• Gather diagnostic information from both devices and users including receipt of escalated issues for purposes of research and resolution.
• Recognize problems and conduct root cause analysis.
• Receive and respond to incoming calls, and/or e-mails regarding technology issues.
• Work with end users to deliver support defined by contracted Service Level Agreements.
• Configure, test, maintain, and troubleshoot end user workstation hardware, mid-tier systems, software, networked peripheral devices, and networking hardware products.
• Assist in preparing, maintaining, and upholding procedures for logging, reporting, statistically monitoring system performance, and support documentation.
• Accurately document instances of hardware failure, repair, installation, and removal.
• Maintain up-to-date knowledge of hardware and equipment contracts and facilitate contract-based installations.
• If necessary, liaise with third-party support and technology equipment vendors.

• Work directly with clients and end users to create and enforce policies and procedures for end-users, such as accessing systems.

• Provide issue resolution support and ensure the stability, integrity, and efficient operation of client networks.
• Perform remote analysis, diagnosis, and resolution of complex system problems for a variety of technologies, devices and end users, implementing remote corrective solutions.
• Communicate solutions and status accurately and timely internally and externally.

• Meet metrics including Service Level Agreements, utilization statistics, call statistics, customer service statistics, ticket quality, billable hours, and quality of project documentation.

Job Requirements

Technical Requirements:

Software: Microsoft Office suite (all versions)

Operating Systems: Microsoft Desktop and Server OS, MacOS, Mobile OS platforms

Hardware: Desktops, laptops, wireless devices, network printers, servers, routers, switches, and firewalls

Education:

• High school degree or equivalent required
• Associate’s degree in IT or related field preferred
  • Level 1: preferred
  • Level 2: strongly preferred
  • Level 3: required
• A+ and Net+ certifications
  • Level 1: preferred
  • Level 2: strongly preferred
  • Level 3: required

Experience:

• Experience in a technical support role
  • Level 1: 1-2 years or equivalent work experience
  • Level 2: 2-4 years or equivalent work experience
  • Level 3: 5+ years or equivalent work experience
• Phone systems support (Cisco/Avaya)

Other:

• Candidate must be a good “organizational fit" with the rest of the EI team.
• Demonstration of analytical problem-solving and diagnostic is essential.
• Understanding of Windows Active Directory users and computers.
  • Level 1: Basic
  • Level 2: Strong
  • Level 3: Expert
• Understanding of Windows NT permissions.
  • Level 1: Basic
  • Level 2: Strong
  • Level 3: Expert
• Excellent communication skills.
• Ability to multitask in a fast paced environment.
• Must be creative and flexible.
• Strong interpersonal skills essential.
• Good attendance required.
• Ability to effectively build relationships with customers.
• Ability to critically think outside defined parameters.
• Ability to quickly learn to support proprietary client applications
• Able to sit for long periods of time
• Comfortable performing remote support

Preferred Experience (required for levels 2 and 3):

• VPN experience

Preferred Certifications (strongly preferred for Level 2, required for level 3):

• MCP, CCNA, Security+, MCSE + Messaging, CCA, MCSA, MCDST, ITIL v4 Foundations

MINIMAL NON-TECHNICAL REQUIREMENTS OF THE JOB:

Travel: NO

If yes, how often: as needed to support remote locations

On-Call Duty: YES

Physical Requirements: YES

If yes, describe: 30 – 100 lbs. (computer equipment)

How often? Frequently

Shift Work: YES

If yes: Assigned shift will be determined by NOC Team Lead and Engineer upon hire.

(All shift work days/hours and rest days are subject to change.)

Job Status: Full-Time/Hourly (35-40 hrs); Core work hours/days: Shifts Vary