Demo

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

Conexess Group
Ann Arbor, MI Full Time
POSTED ON 1/29/2025
AVAILABLE BEFORE 3/7/2025
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 (e.g. ServiceNow or similar ticketing systems to manage and track incidents).
  • Basic knowledge of ITIL, Service Desk metrics/SLAs, and mobile device support.
  • Work an 8hour shift daily (7am-4pm, 8am-5pm, or 9am-6pm)
  • Collaborate with Tier 1 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 1 & 2 operational support for the following services/platforms:
    • Windows/MAC OS.
    • HP/DELL/Mac desktops and laptops.
    • Productivity applications: Office365 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

  • 2 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 4 DAYS / WEEK ON SITE!

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

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