Tier II Service Desk Technician

Tier II Service Desk Technician

Job Summary TENAX Technologies is currently seeking a Tier II Service Desk Technician to provide technical support at Beltsville, MD. The IT Service Desk Technician will provide high-level service to end-users while troubleshooting advanced hardware, software, and network issues. The ideal candidate must possess excellent customer service skills and the ability to effectively communicate technical information to non-technical users.

Key Responsibilities

• Respond to and resolve service requests from end-users via phone, email, or ticketing system.
• Provide advanced technical support for hardware, software, and network issues, including installing and maintaining workstations and servers as a technical generalist.
• Manage user accounts and the operations of systems, including performing simple troubleshooting and making moves, additions, and changes to each system.
• Coordinate with other team members in the completion of assigned projects and serve as a point of contact for staff for computer IT and standards guidance.
• Collaborate with Tier I support to identify and escalate complex issues to Tier III support as necessary.
• Install and configure software applications.
• Provide end-user training and support for productivity software.
• Develop and maintain technical documentation and standard operating procedures.
• Participate in on-call rotation for after-hours support.

Requirements

• Associate or bachelor's degree in a related field required; relevant certifications preferred.
• CompTIA Security+ certification, or IAT equivalent is required.
• Minimum of 3-5 years of experience in a technical support role, preferably in a helpdesk or service desk environment.
• Experience with Windows operating systems, Microsoft Office, and other productivity software.
• Knowledge of advanced networking concepts and troubleshooting techniques.
• Experience with Active Directory, Exchange, and other enterprise-level applications.
• Strong customer service skills and ability to communicate technical information to non-technical users.
• Ability to work independently and in a team environment.
• Strong problem-solving skills.