Senior Help Desk Support Desk Technician, Tier 2

Overview
The Senior Help Desk Support Desk Technician, Tier 2 reports to the CIO of CINQCARE, with
accountability for providing strategy, judgment, organization, and evidenced-based analysis to influence
decisions, and directly to meet CINQCARE requirements. They should embody CINQCARE’s core values,
including, Trusted, Empathetic, Committed, Humble, Creative and Community-Minded. At
CINQCARE, we don’t have patients or customers – we have Family Members.
The Senior Help Desk Support Desk Technician, Tier 2 is a crucial role that provides technical support to
end-users, handles complex incidents and service requests, and ensures high levels of customer
satisfaction. The role is responsible for resolving escalated issues that cannot be resolved at the Tier 1
level. The ideal candidate should be customer-focused, technically competent, and able to work in a fast paced
environment.
Primary Responsibilities
The Senior Help Desk Support Desk Technician, Tier 2 will have the following responsibilities:
• Maintains detailed and up-to-date licenses and hardware/software inventory.

• • Creates technical and end-user documents and maintains a knowledge base in the ticketing system.
• • Conducts training on new processes, procedures, technology, and best practices.
• • Provides rapid responses and ownership of issues and requests reported by end users via Microsoft
• Teams chat, telephone, or email.
• • Ability to provide customer service, with a high level of communication with staff.
• • Supports conference room technology as needed for remote meetings, utilizing Zoom / Teams
• • Supports Windows and MacOS devices remotely, using remote management software.
• • Performs general technical support and troubleshoots software, hardware, and cabling.
• • Performs installs, moves, additions, changes, and depreciation of technical hardware.
• • Responsible for logging, tracking, and reporting incidents through resolution using ticketing system.
• • Manages printer installation, configuration, and trouble shooting.
• • Provides end-user training & education on technologies, best practices, and company policies.
• • Provides second-level technical support to end-users, ensuring all incidents and service requests are
• resolved within SLAs.
• • Analyzes and troubleshoots complex hardware and software issues that cannot be resolved at the
• Tier 1 level.
• • Develops and maintains a knowledge base to document solutions to common issues.
• • Collaborates with other IT teams to provide solutions to complex technical issues.
• • Mentors and trains Tier 1 support staff on resolving technical issues and providing excellent customer
• service.
• • Conducts root cause analysis of recurring incidents and recommends improvements to prevent
• future occurrences.
• • Participates in ongoing IT projects and initiatives.
• • Ensures all support interactions are professional and customer focused.
• • Administers multiple SaaS platforms i.e., Microsoft Azure, Microsoft 365, and other company
• applications.
• • Troubleshoot issues on Mobile Devices.

Qualifications
The Senior Help Desk Support Desk Technician, Tier 2 should have the following qualifications:
Education:
o Bachelor's Degree in an IT related field or combination of 5+ years related work experience.
Experience:
o Mac OS desktop and iOS device experience in a networked environment
o CompTIA Security+, A+, Microsoft, and ITIL certifications are highly desired.
o Strong working knowledge and understanding of Microsoft Office 365/Teams/Outlook for
Windows and Mac
o Knowledge of cloud-based services such as Google Workspace
o Advanced knowledge of networking concepts such as TCP/IP, DNS, DHCP, VLANs, and VPNs
o Experience with virtualization technologies such as VMWare or Hyper-V
o Familiarity with Active Directory and Group Policy
o Experience with ticketing systems and ITIL processes
o Assist with IT Projects as required.
o Ability to work independently on daily tasks and projects.
o Experience Imaging computers and creating a new image.
o Experience in Microsoft O365 Admin center
o Experience with Asset Management
o Experience with User Communications
o Willing to travel to CINQCARE locations on short notice to help with complex IT issues.
Compensation: 58,000 annually 
Location: In Office 
 

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