Tier 2 Technical Support (SCCM) - Hybrid

Job Description:

As a Tier 2 Technical Support specialist, you will provide remote and hands-on support across the Southwestern support locations. This role involves troubleshooting and assisting various departments. The position requires strong SCCM expertise, as well as a customer-focused approach to minimize user downtime and support operational tasks for approximately 5,000 devices and users.

Key Responsibilities:

• Respond to technical inquiries courteously and efficiently to reduce user downtime.
• Troubleshoot and document issues related to PCs, laptops, agency printers, scanners, and software applications.
• Support software deployment and configuration management through SCCM and other remote tools.
• Provide operational support, including imaging, configuration, installations, data migration, and asset management.
• Serve as a Tier 2 support team member, following client-defined processes and standards.
• Utilize remote tools like SCCM Remote Tools, Active Directory, remote command line, and PowerShell for issue resolution.
• Assist with computer deployments, including setup and removal of outdated equipment.
• Capture and route incidents within the incident management system, ensuring all relevant data is recorded.
• Maintain asset inventory within the incident management system and escalate hardware issues to vendors as necessary.
• Coordinate with the Commonwealth Information Security Office (CISO) to comply with security policies and guidelines.
• Develop and maintain support documents, configuring access management for the Operational Support Tier 2 repository.
• Prioritize tasks and make independent decisions to ensure optimal customer service and support.
  
  

Required Skills, Experiences, Education, and Competencies:

• 2 years of experience supporting clients, with SCCM deployment and configuration expertise.
• Proficiency in PC deployments, software installations, and system troubleshooting.
• Experience in asset management and incident tracking using ServiceNow or similar systems.
• Ability to utilize remote tools for troubleshooting, including PRTG, remote desktop, remote registry, and PowerShell scripting.
• Strong understanding of security policies and compliance requirements.
• Excellent independent decision-making and prioritization skills to enhance customer service.
• Effective communication skills for direct customer interaction and team collaboration.
  
  

The hourly range for roles of this nature are $25.00 to $35.00/hr. Rates are heavily dependent on skills, experience, location, and industry.

cyberThink is an Equal Opportunity Employer.