IT Service Desk Technician, T2

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