What are the responsibilities and job description for the Tier 2 Service Desk Tech/Tech Support - Hybrid on-site 4 days/week position at Conexess Group, LLC?

Tier Service Desk Tech / Tech Support - Hybrid on-site days / week

Job Description – Provides second -tier support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email, and personnel requests for technical support. Documents, tracks, and monitors the problem to ensure a timely resolution.

Job Requirements – RESPONSIBILITIES AND DUTIES

Technical support professional with proven customer service and issue resolution capabilities. Key skillsets include communication, service focus, troubleshooting hardware / software / connectivity, and process execution with underlying technologies from Microsoft, Apple, HP, Dell, Canon, and others. Team Member will work as part of a team responsible for the Service Desk Tower within our Operations organizational matrix.

Technical Support Rep II

Actively listens to our internal and external customers to understand their issues or concerns.
Document with detail and track customer issues using the ServiceNow ticketing system to ensure quick resolution.
Participate in developing Service Desk technology and infrastructure projects.
Maintain up-to-date knowledge of company products and services.
Take control of personal and team ticket queues.
Provides phone and in-person support to users in the areas of e-mail, directories, standard Serves as the initial point of contact for troubleshooting hardware / software PC and computer peripheral problems.
Provide friendly customer support and interface daily.
Periodically review / update processes and procedures for all infrastructure, systems, and services.
Image laptops and desktop computers with SCCM.
Follow-up with end users to provide status updates meeting expected service level targets.
Be responsive, reliable, and able to prioritize tasks efficiently.
Develop the skills to become an instructor for internal team training.
Experience support for MacOS and JAMF.
Experience using ITSM Ticketing tools ( ServiceNow or similar ticketing systems to manage and track incidents).
Basic knowledge of ITIL, Service Desk metrics / SLAs, and mobile device support.
Work an hour shift daily (am-pm, am-pm, or am-pm)
Collaborate with Tier Support and other relevant teams to ensure seamless support continuity.

Customer Service Delivery – End User Support

Provide single point of contact (SPOC) for enterprise service desk via phone and email.

Provide deskside assistance (actual and virtual) as needed.

Provide Level & operational support for the following services / platforms : Windows / MAC OS. HP / DELL / Mac desktops and laptops. Productivity applications : Office Suite, Duo Mobile, etc. Mobility Services : iPhone / iPad, WiFi, etc.. Printing Services : Canon MFPs. Voice Services : ShoreTel VOIP. Security services : Proxy, VPN, BitLocker, CompuTrace, NetSkope.

Manage Windows desktop environment using Microsoft Deployment, AD group policy, and SCCM.

Manage vendor services to ensure service delivery.

Customer Relationship Management – Issue Tracking, Training, and Liaison

Provide accurate documentation, tracking, and escalation via ticketing system.

Perform end user training for applications, systems, and processes.

Perform liaison duties with customer base to identify common issues and drive business alignment.

Provide continuous improvement via problem management for common desktop / customer issues.

Maintain accurate documentation for all desktops, applications, and customer systems.

QUALIFICATIONS

years enterprise desktop system support experience.

Bachelor’s Degree in related field or equivalent experience.

Entry-level technical certification preferred (A , MCITP, Network ).

Excellent customer service and communication skills.

Strong logical troubleshooting skills.

Ability to consistently follow standard procedures.

Familiarity with basic networking concepts.

THIS POSITION IS DAYS / WEEK ON SITE!

Will have one remote day either Monday or Friday, every week.

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Tier 2 Service Desk Tech/Tech Support - Hybrid on-site 4 days/week

What are the responsibilities and job description for the Tier 2 Service Desk Tech/Tech Support - Hybrid on-site 4 days/week position at Conexess Group, LLC?

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