Help Desk Level II Technician

Benefits

• Competitive salary
• Health insurance
• Opportunity for advancement
• Paid time off
• 401(k)
• Training & development

If you have a background and skillset for IT and a determined mindset to overcome any obstacle, you’ll enjoy being part of Team Logic IT. Our team exhibits a deep-seated need to expand boundaries, flex know-how and resolve challenges with smart solutions. That’s a good thing since technology is always advancing, creating an environment that’s fast-paced and dynamic. When you work for a local office, you’re part of a bigger entity that fosters team collaboration among hundreds of technicians across North America.

Support Engineers handle Tier 1 and Tier 2 service requests both remotely and onsite. They troubleshoot technical issues, answer service desk calls, and escalate problems when needed. Responsibilities include maintaining a healthy ticket queue, logging time and notes in real-time, and managing their daily schedule.

• Identify, troubleshoot, and document user issues to resolution, while maintaining superior customer satisfaction.
• Work with end users to resolve reactive support requests. These issues will be related to Windows servers and desktops, Microsoft cloud services including Microsoft 365 and Azure, firewalls, managed switches, and LAN/WAN connectivity issues.
• Work to resolve proactive alerts and monitors generated by the NOC. These issues will be related to backups, viruses, impending hardware failures, licensing issues and more.
• Manage your daily ticket queues and schedule to ensure all assigned tickets are resolved and responded to within preapproved targets.
• Communicate with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
• Improve customer service, perception, and satisfaction.
• Effectively communicate the scope of work for all hourly clients.
• Work in a team and communicate effectively.
• Escalate service or project issues that cannot be completed within agreed service levels.
• Develop in-depth knowledge of the service catalog and how it relates to customer’s needs.
• Document internal processes and procedures related to duties and responsibilities.
• Responsible for entering time and expenses in Auto Task as it occurs.
• Adheres to Team Logic IT's HIPAA and information security policies.
• All other duties as assigned.

• Skilled/Experienced proficiency in and ability to troubleshoot:
• Windows 10 and 11 Operating Systems
• Workstation and Server Hardware
• Printer and Multi-function devices and technologies
• Standard Windows Applications.
• Microsoft Office Suite
• Email and Mobile Device connectivity
• Basic proficiency in and the ability to troubleshoot:
• Mac OS troubleshooting
• IPv4 and IPv6 technologies
• LAN/WAN connectivity issues
• Hyper-V, vSphere, Citrix, SQL, and Terminal Services
• Active Directory
• Windows Server
  2008– 2022
• VPN connectivity troubleshooting and configuration (Cisco, Sonic Wall, OpenVPN, IPSec)
• Microsoft 365 and Microsoft Azure

• High School Diploma or GED (Two years college or equivalent work experience preferred).

• Two years working in a Technical Support/Service Desk environment preferred.

• CompTIA A+ or Equivalent required.
• CompTIA Network+ or Equivalent preferred.