What are the responsibilities and job description for the Service Desk Technician- Level II position at Proactive Information Management LLC?
Description
The Support Specialist possesses strong technical skills, excellent communication abilities, and a passion for providing exceptional customer service. The Support Specialist is responsible for resolving escalated technical issues, assisting end-users with hardware and software problems, and maintaining IT systems to ensure optimal functionality. This role requires a proactive and solutions-oriented approach to problem-solving and a commitment to delivering timely and effective support to our internal stakeholders.
Requirements
Technical Support:
- Provide advanced technical support to end-users via phone, email, remote assistance, and in-person visits.
Issue Resolution:
- Troubleshoot and resolve escalated hardware and software issues, including desktops, laptops, printers, mobile devices, and peripherals.
Network Troubleshooting:
- Diagnose and troubleshoot network connectivity problems, both wired and wireless.
Collaboration:
- Collaborate with other IT teams to escalate and resolve complex technical issues.
System Administration:
- Perform system administration tasks such as user account management, access control, and software installations.
Documentation:
- Document support tickets, resolutions, and troubleshooting procedures in the IT knowledge base.
Maintenance:
- Conduct regular maintenance and updates on IT systems to ensure security and performance.
Project Assistance:
- Assist in the implementation of IT projects, including software deployments, hardware upgrades, and system migrations.
Training:
- Provide technical guidance and training to junior helpdesk technicians as needed.
Industry Knowledge:
- Stay current with industry trends, technologies, and best practices in IT support.
Qualifications
- Education: Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
- Experience: Minimum of 3 years of experience in IT support roles, with a focus on escalated helpdesk support.
- Technical Proficiency: Proficiency in troubleshooting Windows and Mac operating systems.
- Software Knowledge: Strong knowledge of Microsoft Office 365, Active Directory, and Exchange.
- Tools Experience: Experience with remote desktop support tools and ticketing systems (e.g., ConnectWise a plus).
- Networking: Familiarity with network protocols, TCP/IP, DNS, DHCP, VPN, and LAN/WAN technologies.
- Communication: Excellent communication skills, both verbal and written, with the ability to convey technical concepts to non-technical users.
- Customer Service: Customer-focused mindset with a dedication to providing high-quality support services.
- Independence: Ability to work independently and collaboratively in a fast-paced environment.
- Certifications: Certifications such as CompTIA A , Network , Security , or Microsoft Certified Desktop Support Technician (MCDST) are a plus
The job description above is intended to describe the general nature and level of work being performed by the person assigned to this job. Other duties may be assigned, as needed.
Salary : $52,000 - $56,000
