Service Desk Technician Level Ii

GENERAL JOB DESCRIPTION

At Cooperative Systems we attribute much of our success to the strength of our Service Desk team. In this role, you will be responsible for providing technical support to our customers via phone, email, and chat. You will be the line of contact for customers, so excellent customer service skills, problem-solving abilities, and a passion for helping others are essential. You will need to be able to quickly assess and troubleshoot a range of technical issues, and your expertise in this area will be invaluable to our customers. As a Service Desk Technician Level II, you will be an important part of our team, and your work will be integral to the success of our customer service operations.

DUTIES & RESPONSIBILITIES

• First and second level support and initial advisor for all customer support technical issues.
• Perform remote desktop, user, network, and basic server support for customers.
• Administration of Active Directory users, and computer accounts
• Configuration of mobile device connectivity
• Remote assistance to end users for desktop and network issues.
• Perform occasional on-site support for customers.
• Advanced application and endpoint troubleshooting
• Basic networking and server support
• Communicate with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
• Perform administrative duties including but not limited to logging hours, creating and updating customer documentation using company-approved data entry system.
• Exercises independent judgment in the interest of the company as a substantial part of the work day
• Obtain training and certifications to further goals of self and the company.
• Provide ideas/insights as to new products or services that the company can offer its clients.
• Perform after-hours customer support as required.
• Meet (at a minimum) company Service Level Agreements.
• Perform other duties as assigned.

SKILLS & QUALIFICATIONS

• Strong interpersonal communications skills including the ability to ask relevant questions, effectively listen, provide information, and collaborate with others in a positive way.
• Ability to work independently and manage multiple tasks with minimal supervision.
• Ability to quickly analyze a situation and to troubleshoot and resolve complex technical issues.
• Ability to manage time and multiple tasks/priorities.
• Ability to learn new procedures and concepts and apply them quickly and effectively.
• Adaptable and flexible
• Attention to detail, clear and concise writing skills.
• Effectively use internal and external support resources and options.
• Ability to install, configure, and troubleshoot various PC software applications.
• Excellent communication and customer service skills.
• Ability to work in a fast-paced, team-oriented environment.
• Ability to use remote access tools to diagnose and resolve customer issues.
• Experience with ticketing systems and call logging systems.
• Reliable transportation
• Ability to lift up to 30 pounds

EDUCATION & EXPERIENCE

• 3 years or more of experience in providing IT support for end users.
• Experience with Active Directory administration
• Advanced knowledge of Windows operating systems and networking technologies.
• Expertise in troubleshooting and resolving technical issues related to desktop, laptop, and printer hardware and software applications.
• Professional Certification (A+, MCP, Network+, Security+)
• High school diploma or equivalent