What are the responsibilities and job description for the IT Service Desk Technician - Level 2 position at CI0 Tech?
We're currently seeking an experienced IT Service Desk Technician - Level 2. The Level 2 is responsible for providing technical support and maintenance of computer desktops, servers, and associated peripherals for both cloud-hosted and on-premises systems. Resolve customer reported problems, install hardware and software, and provide general IT support services for Client reported problems. Additional tasks include end user support, license tracking, and performing PC and Server maintenance, upgrades and configurations (hardware and software). Monitor customer networks, perform general maintenance activities, and escalation of network critical alarms to Level 3 Systems Engineers. Must be able to work in a highly dynamic environment, either individually or as part of a team. Responsible for phone support of network-based activities, installation and resolution of client related problems remotely.
General Duties
- Provide helpdesk support and resolve problems with a positive customer experience
- Monitor and respond quickly and effectively to requests received through the IT helpdesk
- Respond to scheduled service tickets, update, resolve, and adapt to adjusted service schedules for customer priority and emergency tickets.
- Following established change control oversight, modify system configurations, utilities, software, and hardware settings for assigned service ticket devices.
- Record all support activities, progress, actions, and status tasks within the ConnectWise ticketing system. Provide clear and detailed closure comments for customer review.
- Assist with the onboarding (new agreement engagement) of new users
- Install, test and configure new workstations, peripheral equipment and software (internal prestaging and onsite)
- Assign users and computers to proper groups in Microsoft Windows Active Directory environment
- Perform timely workstation hardware and software upgrades as required
- Participate in the after-hours "on-call" rotation schedule.
- Document "unique to customer" or "systemic problem" resolution activities for future staff reference.
- Perform technical review or evaluations of new or existing products or software as assigned.
- Engage in Microsoft Windows Server, Exchange, and SQL installation, support, and troubleshooting
- Mentor Level 1 staff regarding core technology skills required for CIO managed customer networks.
- Customer data backup services, response, troubleshooting, and validation of data.
Skills
Performance Goals
Education Requirements
Benefits
Salary : $40,000 - $50,000