What are the responsibilities and job description for the Service Desk Technician Level 2 position at Metric?
Summary:
The Service Desk Technician Level 2 provides advanced technical support and troubleshooting for end-users while acting as an escalation point for Level 1 technicians. This role requires a deep understanding of IT systems, effective problem-solving skills, and the ability to work independently or collaboratively to resolve complex technical issues.
Responsibilities:
- Respond to and resolve escalated service desk tickets efficiently and effectively, ensuring end-user satisfaction.
- Diagnose and troubleshoot hardware, software, and network issues across various platforms.
- Perform advanced configuration, maintenance, and support for systems such as Microsoft 365, Windows, macOS, and common business applications.
- Provide support for Active Directory, including user account creation, permission adjustments, and group policy management.
- Guide and mentor Level 1 technicians, assisting them with technical challenges and sharing knowledge to improve team capabilities.
- Document resolutions, maintain technical documentation, and suggest process improvements.
- Collaborate with other IT teams to escalate and resolve complex issues outside the scope of the service desk.
- Assist with system updates, patches, and deployments as needed.
- Ensure compliance with company policies, including IT security standards.
Qualifications:
- 4-6 years of IT support experience, preferably in a service desk or technical support role.
- Proficiency with troubleshooting network connectivity, operating systems, and common business applications.
- Strong knowledge of Windows and Mac operating systems, Microsoft 365, and Active Directory.
- Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
- Relevant certifications such as CompTIA A , Network , or Microsoft Certified: Modern Desktop Administrator (preferred).
- Experience with IT service management (ITSM) tools and ticketing systems.
- Ability to prioritize and manage multiple tasks effectively under pressure.
Soft Skills:
- Excellent communication and interpersonal skills.
- Ability to prioritize and multitask in a fast-paced environment.
- Strong problem-solving and critical-thinking abilities.
What We Offer
- Competitive salary and benefits package.
- Opportunities for professional growth and certifications.
- A collaborative and supportive work environment.
Job Type: Full-time
Pay: $57,000.00 - $60,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Ability to Relocate:
- Indianapolis, IN 46256: Relocate before starting work (Required)
Work Location: In person
Salary : $57,000 - $60,000