Tier 2 Service Desk Technician

Tier 2 Service Desk Technician

GavinHeath is partnering with a client in Aurora, CO looking to add a Tier 2 Service Desk Technician to their team. The role is a CONTRACT position.

Responsibilities:

• Provide helpdesk support and resolve problems to the end user's satisfaction.
• Perform timely workstation hardware and software upgrades as required
• Monitor and respond quickly and effectively to requests received through the IT helpdesk.
• Handle escalated technical issues from Tier 1 support, providing in-depth troubleshooting, analysis, and resolution for complex IT problems.
• Collaborate closely with cross-functional teams, including network engineers, system administrators, and software developers, to resolve multifaceted technical challenges.
• Conduct thorough root cause analysis to identify underlying issues and implement effective solutions to prevent recurrence.
• Document troubleshooting steps, resolutions, and findings in detail, contributing to our knowledge base and enhancing the support team's effectiveness.
• Communicate with end-users or clients to gather necessary information, provide updates on issue progress, and deliver solutions in a clear and concise manner.
• Assist in the training and mentoring of Tier 1 support technicians, sharing technical expertise and best practices.
• Participate in incident management processes, ensuring timely resolution of critical incidents and minimizing business disruption.
• Monitor system performance and proactively address performance issues to maintain optimal system functioning.
• Ensure compliance with security policies and guidelines, identifying and addressing security-related incidents or vulnerabilities.
• Assist in the installation, configuration, and maintenance of hardware and software systems, including updates and patches.
• Contribute to process improvement initiatives by identifying trends, suggesting enhancements, and participating in post-incident reviews.
• Provide advanced technical support, ensuring the smooth operation of IT systems, and resolving complex technical issues.

Qualifications :

• Bachelor's degree in Information Technology or equivalent work experience.
• 2-3 years of experience in a technical support or service desk role, with a proven track record of resolving complex technical issues.
• Proficiency in Window Device Management, Active Directory, Microsoft Productivity Suite.
• Strong analytical and problem-solving skills, with the ability to perform in-depth root cause analysis.
• Excellent communication skills, both written and verbal, with a customer-centric approach.
• Ability to work collaboratively in cross-functional teams and effectively manage time and priorities.
• Relevant certifications (e.g., CompTIA A , Microsoft Certified Professional, Cisco CCNA) are a plus.
• Outstanding customer service skills

GavinHeath is an equal opportunity employer. GavinHeath will extend equal opportunity to all individuals without regard to race, religion, color, sex (including pregnancy, sexual orientation and gender identity), national origin, disability, age, creed, ancestry, genetic information, or any other status protected under applicable federal, state, or local laws.