What are the responsibilities and job description for the Tier 2 Help Desk Technician - Dynamic Network Support position at HR Solutions Group?
Dynamic Network Support is looking for a Tier 2 Help Desk Technician! We view this role not as a steppingstone but as a pillar of our customer service. We are looking for someone who loves the help desk role and helping customers on a daily basis. We celebrate this role and show it through our very competitive wages and responsibilities!
Dynamic Network Support is a Managed Services Provider specializing in the design, maintenance, and support of IT infrastructure for small to enterprise-level businesses. Currently we are hiring a Technical Engineer.
As a Tier 2 Help Desk Technician, you will be responsible for the following:
- Provide Tier 2 Level IT Support relating to client technical issues involving Microsoft's core business applications and operating systems via phone, emails, tickets, and occasionally remote/onsite
- Resolve an average of 9 to 12 tickets per day (averages will vary depending on complexity of the issues worked on)
- Listen, establish, and communicate clear expectations and concerns with clients and work with our team to solve difficult issues
- Responsible for the timely updates, prioritization, resolution, and closure of open customer tickets
- Prompt and thorough documentation of all activities in the ticket system
- Build and foster client relationships to earn their trust and provide high quality service
To be a successful Tier 2 Help Desk Technician, you will have the following:
- A humble attitude, willing to learn from mistakes and others
- A teachable spirit and desire to learn from others
- High School Diploma/GED is required
- 3 years of customer support experience with a minimum of 2 years IT support experience in an enterprise environment
- A , Network , Security , MCP, MCSE, MCSA (helpful, but not required)
- Possess a valid Driver’s License and have reliable transportation (mileage reimbursement)
- Advanced understanding of operating systems, business applications, printing systems, network systems including Foundational Networks, Office 365/Cloud, and Scripting Knowledge
- Solid interpersonal skills – active listening, verbal/written communication, and relationship building
- High level of customer service, professionalism, punctuality, and confidentiality
- Strong initiative, able to be a self-starter but also a supportive team-player
- Ability to multi-task and adapt to changes quickly in a fast-moving environment
- Technical awareness: the ability to match resources to technical issues appropriately
At DNS, we offer a great employment experience, with both health and retirement benefits. Overtime and work before or after the standard office hours, and weekends or holidays, may be required. Must have reliable transportation for tri-county travel and be able to pass drug test, criminal background, and valid driver's license checks. A valid passport and the willingness to travel (occasional short trips) are also desirable. To learn more about what we do visit https://dynamicsupport.com/
