IT Helpdesk Technician - Tier 2

We are seeking a motivated and customer-focused Tier 2 level IT Helpdesk Technician to join our IT team. The ideal candidate will be responsible for providing technical support to end-users, troubleshooting hardware and software issues, and ensuring the smooth operation of our IT infrastructure. This is not a remote position.

Pay Based on experience: $25-$32

Key Responsibilities:

Escalated Support:

• Receive and address issues escalated from Tier 1, focusing on more complex or time-sensitive problems.

• Serve as a liaison between Tier 1 support and higher-level technical teams.

Advanced Troubleshooting:

• Diagnose and resolve hardware and software malfunctions that cannot be resolved at Tier 1.

• Utilize specialized diagnostic tools, scripts, and system logs to isolate root causes.

• Provide workarounds or temporary solutions while conducting in-depth investigations.

Documentation and Knowledge Base Management:

• Update or create technical documentation, knowledge base articles, and troubleshooting guides for both internal and customer use.

• Ensure that newly discovered issues and fixes are properly logged and shared with the helpdesk team to facilitate faster resolution in the future.

Collaboration and Mentorship:

• Provide guidance and training to Tier 1 technicians to enhance their technical skill set and reduce escalations.

• Work closely with the IT infrastructure and development teams to escalate and resolve critical or systemic issues.

System Monitoring and Maintenance:

• Monitor network performance and server health, alerting Tier 3 or specialized teams if issues arise.

• Implement or assist with routine software updates, patches, and improvements as directed.

Customer Service and Relationship Management:

• Communicate effectively with end-users regarding ongoing technical issues and resolutions.

• Follow up with customers to ensure problems are fully resolved and satisfaction is achieved.

Training:

• Provide basic training and guidance to end-users on the use of IT systems and software.

Collaboration:

• Work closely with the IT team to escalate and resolve complex issues.

This job description provides a general overview of the responsibilities and requirements for the position of Tier 2 IT Helpdesk Technician. It is not exhaustive and may be subject to change to meet the evolving needs of the company.

Qualifications:

Education & Experience:

• Associate?s or Bachelor?s degree in IT, Computer Science, or related field (or equivalent experience).

• 2-3 years of experience in a helpdesk or IT support environment.

Technical Skills:

• Proficiency with common operating systems (Windows, macOS, Linux), office productivity software, and basic networking concepts.

• Extensive understanding of Azure and Office 365 environments.

• Familiarity with ticketing systems and remote support tools.

• Experience with Active Directory, file permissions, and user account management.

Soft Skills:

• Strong analytical and problem-solving skills.

• Excellent communication skills, both written and verbal, with the ability to explain technical issues in non-technical terms.

• Customer-focused mindset with a proactive approach to problem resolution.

Certifications (Preferred):

• CompTIA Network , Microsoft certifications (MCSA, MCSE, azure Fundamentals), or equivalent Microsoft Certified: Microsoft 365 or equivalent certifications are a plus.

Benefits:

• Competitive salary

• Health insurance, vision and dental

• 401(k) with company match

• Paid time off and holidays

• Opportunities for professional development and certification reimbursement

You should be proficient in:

• IT Equipment (Servers, Networks, Telecom, Cloud)

• IT Compliance Requirements (CCPA, GDPR)

• IT Infrastructure Hardware Experience