Tier Ii Service Desk Technician

AirPro Diagnostics is currently searching for a Tier II Service Desk Technician to join its growing organization. 

This position is ideal for tech enthusiasts eager to innovate and experiment!!

The I.T. Service Desk Technician is the first point of contact for all issues requiring the troubleshooting of AirPro Diagnostics technology assets and scan tools. They primarily do this by taking inbound support phone calls from diagnostic technicians for AirPro diagnostics tools and responding to support tickets. They also support desktop computers, laptops, mobile devices, printers, desktop software, and VoIP phones. They connect the line between technical support and customer service. They participate in an afterhours support rotation. The position requires good organizational skills and the ability to think through and analyze technical problems. They occasionally work with and receive delegation from System Administrators or the I.T. Supervisor. This position is primarily in the office due to the nature of scan tool building. 

Essential Duties:

• Inbound call support using remote access tools such as ConnectWise Control or TeamViewer.
• Desktop computer support to include desktop setup, moves, software installation and troubleshooting.
• VoIP phone setup, provisioning, deployment, and troubleshooting.
• Tablet software maintenance, updating and troubleshooting.
• Tablet imaging.
• Limited Office 365 user management to include new hire onboarding, email group management and signature creation, password changes, and limited license assignment.
• Evaluate returned scan tools for suitability to redeployment.
• Collaborates with the manufacturing department for tool building and deployment.
• Escalates issues requiring advanced troubleshooting to System Administrators.
  Performs other duties as assigned. The above cited duties and responsibilities describe the general nature and level of work performed by people assigned to job. They are not intended to be an exhaustive list of all the duties and responsibilities that an incumbent may be expected or asked to perform.

Education and Experience:

• 2+ years in a call-center or telephone customer service environment.
• Degree in Computer Science, I.T. or similar preferred.
• Excellent oral and written communication skills in English. 
• Experience with MSP is a plus.

Knowledge, Skills, and Abilities:

• Knowledge of 3CX or similar business communication software 
• Basic computer building 
• Proper Phone Etiquette
• Microsoft Office Applications 
• Active Directory experience required 
• Office Equipment Support 
• Microsoft Windows Desktop Support
• Must be dependable and follow through on commitments 
• Automation or scripting experience using Power Automate, PowerShell, Python, or similar technologies.

Benefits Offered:

• Medical
• Dental
• Vision
• Company Paid Life Insurance
• Voluntary Life Insurance
• Accident; Hospital Indemnity; Critical Illness; Short- and Long-Term Disability
• Pet Insurance
• Legal and Identity Theft Protection Plans
• Employee Assistant Plan
• 401(k)
• 2 Weeks PTO
• Paid Holidays

AirPro Diagnostics is Proud to be an Equal Employment Opportunity Employer.