What are the responsibilities and job description for the Service Desk Technician Tier 2 position at EXOS IT?
What You Will Do:
This is a Tier 2 support position for a site located in Logansport, 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 username, 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.
What You Have Done:
- 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
