What are the responsibilities and job description for the IT Service Desk Technician, T2 position at EXOS (formerly Sondhi Solutions)?
This is a Tier 2 support position for a site located in Jasper, Indiana This position is responsible for resolving Tier 1 and Tier 2 customer requests via phone, email, ticket entry. Promote a high level of customer satisfaction through proper telephone techniques and respond with the appropriate amount of urgency to user problems. New hire setup and orientation. Assign user-name, password, and access right permissions for the computer systems and applications. Identify, research, and resolve technical problems Maintain appropriate documentation on procedures, configurations, and equipment inventory. Oversee installation, configuration, administration, maintenance, and support of service / management applications or infrastructure components incorporated at clients existing or future computing infrastructure. Monitor the ongoing operation and perform activities to assist with performance tuning, troubleshooting of hardware, OS, and application issues. Support software / hardware on equipment such as scanners, copiers, printers, monitors, and other peripherals. Network Cabling / Server reboots / general network troubleshoot. Cell phone / MiFi support and upgrades (Verizon and ATT Firstnet) Participates in 24 / 7 on-call rotation Perform other duties as assigned by management. Excellent organizational, written, and verbal communication skills. Minimum 5 years experience of Tier 2 desktop support Experience working in Active Directory, User Support and Group Policy support Windows based computer literacy, and familiar with helpdesk procedures. Knowledge of Microsoft Windows based software and troubleshooting techniques. Knowledge of PC hardware installation, troubleshooting, and resolution techniques. Ability to install and deploy Windows based PC's. Possess working knowledge of the Microsoft Office O365 Suite, including : Word, Excel, and PowerPoint. Microsoft Modern Workplace certification is desired. Ability to lift up to 50 lbs
