What are the responsibilities and job description for the Tier 2 Technical Support Analyst position at NucoreVision, Inc?
REQUIREMENTS:
- MUST LIVE IN ARIZONA
- FIVE YEARS EXPERIENCE
- MUST BE A UNITED STATES CITIZEN – BORN IN THE STATES- MUST SHOW PROOF
- Must be willing to take and pass a Public Trust Clearance
- MUST HAVE A CURRENT TECHNICAL CERTIFICATION
PLEASE NOTE:
- There are NO c2c Opportunities for this position!!
- Prefer ca candidate with SERVICE NOW experience
Overview:
We are seeking a highly skilled and motivated Tier 2 Service Desk Representative to join our dynamic team. This role will be responsible for providing advanced technical support to our customers and ensuring that all technical issues are addressed promptly and efficiently. The ideal candidate will have a solid background in IT support and be familiar with the latest industry tools and best practices.
Key Responsibilities:
- Second-Level Support: Act as the primary point of contact for escalated issues from Tier 1, ensuring timely resolution and customer satisfaction.
- Technical Troubleshooting: Utilize a wide range of tools, methodologies, and resources to diagnose, troubleshoot, and resolve technical problems.
- Documentation & Reporting: Document all interactions, findings, and solutions within our ticketing system (ServiceNow) to ensure comprehensive case histories. Provide regular feedback and reports on recurring issues and trends.
- Collaboration: Work closely with fellow Tier 2 administrators, Tier 3 specialists, and developers to devise solutions for complex or recurring technical challenges.
- System Upgrades: Acquire, install, and test system software upgrades and computer components to ensure compatibility and optimal performance.
- Daily Technical Support: Troubleshoot various devices and systems, including Local Area Networks, Laptops, iPhones, Tablets, and printers.
Qualifications:
- An Associate degree in computer science, information technology, or a related technical field (4-years of experience accepted in lieu of degree).
- A minimum of 4 years of experience in a Help Desk, System Admin, or Desktop Support role.
- Proficiency in using ticketing systems, preferably ServiceNow.
- Strong knowledge of IT tools, systems, and best practices.
- Demonstrated ability to work both independently and as part of a collaborative team.
- Exceptional problem-solving skills and attention to detail.
- Strong communication skills, both written and verbal.
Desirable Skills:
- Familiarity with iNTUNE and SCCM for device management.
- Certifications such as CompTIA A , Network , or equivalent are a plus.
Manager Notes
- Candidates must live within the Tempe, AZ area
- Candidate must be willing to split time between working in an office and working remotely (hybrid schedule)
- Candidate must be able to work independently
- Candidate must have strong soft-skills specializing in customer service.
Job Type: Full-time
Pay: $50,000.00 - $61,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
Work Location: In person
Salary : $50,000 - $61,000
