What are the responsibilities and job description for the Tier 2 Support Analyst position at Doceo?
Tier 2 Support Analyst
DOCEO is a locally owned management and office equipment company with fourteen sales and service locations throughout Central Pennsylvania, Northern Maryland, and Northern Virginia.
We are currently seeking experienced candidates that have a passion for learning new technologies, providing great customer service, and working with a team to solve technical challenges.
A DOCEO Tier 2 Support Analyst will be exposed to a wide variety of technology. The primary responsibility will be assisting clients and end users with technology-related problems. Support will primarily be provided remotely, though some on-site support at client locations will be required. The Tier 2 Support Analyst will regularly troubleshoot desktop, laptop, and server issues. Network support for firewalls, switches, and access points will also be required. The technician will be responsible for assisting senior analysts with server and network deployments.
The Desktop Support Analyst is an IT support position that provides first-level and escalated end user day-to-day support, both on-site and remote, including receiving in-bound calls and responding to service calls inquiries; troubleshooting and documenting steps taken to resolve challenges with hardware, software and application issues within a ticketing system and provide timely communications regarding issue status and resolution.
Required Skills and Experience
· This position will be responsible for a customer service-oriented and proactive approach to resolving end-user technology issues and support tickets. This includes extensive experience with desktop and server hardware, Microsoft and Apple software applications, Microsoft and Apple operating systems, and network connectivity. Continuous improvement and a holistic approach are also key qualities for the role.
· This position performs general preventative maintenance and remedial repairs on computers, laptops, printers, and other related equipment.
· Installations, upgrades, support and troubleshooting plus PC Fleet refreshes
· This position will need to meet developing SLAs which require flexibility, proactive solutions, and ability to thrive in a fast-paced environment.
Education and Experience
- High School Diploma with 3 years’ experience in an MSP environment
- Extensive experience with desktop hardware, software applications, operating systems and network connectivity is required.
- Advanced Windows Desktop OS knowledge.
- Extensive knowledge of Active Directory and Networks.
- Experience with Azure AD and Azure Intune
- Excellent knowledge of Microsoft Office productivity programs
- Excellent communication skills with the ability to understand and converse in English.
- Exceptional customer service, interpersonal skills, telephone etiquette, time management, and problem-solving skills.
- Excellent teamwork and collaborative skills.
- Strong knowledge of service desk applications and associated operations.
Salary Range: 65k to 75k
Job Type: Full-time Monday through Friday
Work Environment: Hybrid
Job Type: Full-time
Pay: $31.00 - $36.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Referral program
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Work Location: Hybrid remote in York, PA 17402
Salary : $31 - $36
