Tier 2 It Technician, Help Desk

Seeking an intermediate level support professional to join our helpdesk staff. In this role, you will be interacting with customers on a day-to-day basis through phone calls, chats, emails, and a ticketing system. This role requires our helpdesk team to support a variety of software and hardware across different types of environments. You will be tasked with maintaining and monitoring the internal systems and customer systems we support through patching and updates, as well as proactive technical assistance. We are looking for driven and motivated individuals who enjoy new challenges and want to learn a wide variety of vendor systems. Join an innovative and growing company!

“Work Remotely” *Yes / Onsite support as needed

Major/Essential Functions or Key Responsibilities

· Install and configure software and computer systems.

· Troubleshoot and resolve issues with software or hardware.

· Walk clients through steps to help them resolve technical problems.

· Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and switches.

· Administer hosted and cloud-based solution services including Microsoft 365 and its related technologies.

· Troubleshoot AD, DNS, and other critical services of local or hosted resources.

· Provide support and technology guidance to other lower-level helpdesk team members and be a springboard for ideas, processes, and procedures.

· Utilize the internal documentation and credentials system, and create new documents as needed.

· Analyze records and logs to spot underlying trends and potential issues.

· Support the implementation of new solutions or applications.

· Establish accounts for new users and assist with password or login problems.

· Test, evaluate, and make decisions about new technology for the business.

· Participate in business-wide meetings to provide insight into technical requirements.

· Rotating schedule with compensation for after-hours and weekend care.

· Other duties as required.

Required Qualifications:

· Proven experience as a Help Desk Technician

· Excellent communication skills

· Ability to work successfully as part of a team

· Must have ability to work effectively under minimal supervision

· Ability to handle complex situations

· Willingness to learn new technologies

· Communication with customers and team management as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

· Industry standard certifications or education: A+, Network+, Security+, Microsoft certifications, vendor-specific certifications

Preferred Qualifications:

· Familiarity with automation\scripting tools i.e.., PowerShell

· Demonstrable technology understanding (experience, home lab, projects)

· Call Center Experience: 1 year (Preferred)