Help Desk Support Level 2

60% Learn and support Information Technology operations:
Respond to escalated issues via tickets, chat, email, or phone. Provide technical assistance for questions and problems beyond Help Desk Support Level 1 resources. Resolve problems with networks, phones, and other computer systems. Diagnose system errors and other issues. Complete hardware requests. Follow up with customers to ensure full resolution of issues

20% Learn and support Information Technology infrastructure:
Provide support within network and systems administration. Train other employees on troubleshooting and diagnosing problems. Request feedback and/or monitor calls and other methods of correspondence to improve training methods

10% Research and deliver strategic business projects:
Resolve and document solutions to tickets beyond knowledge of Help Desk Support Level 1 support

10% Support Information Technology processes:
Perform queue management to achieve service level agreements (“SLAs”) in a timely manner and provide quality assurance standards for work performed and where applicable, train employees and/or members

Performs other duties as required

• Manage call volume
• Collaborate with company employees to ensure issues are resolved and ensure satisfaction
• Collaborate with senior leadership in company initiatives

• Windows servers, Active Directory, VMware, Citrix, Microsoft Exchange/Office 365, Azure experience is a plus
• Knowledge of Managed Services ticketing systems, PSA tools, RMM tools (Connect Wise, Automate, ITGlue)
• Knowledge of backup applications (Veeam, Barracuda, E-Vault, etc.)
• Knowledge of Android OS and Devices a plus
• Knowledge of Security and Networking
• Experience with email and spam filtering services (Mimecast, Barracuda, McAfee SaaS, etc.)
• Familiarity with DNS, DHCP, and TCP/IP

• Ability to communicate effectively to help customers fix their issues and feel satisfied with the experience.
• Strong learning agility
• Positive teamwork and collaboration skills
• Efficient in planning, organizing and time management
• Proficient research and analysis skills
• Takes initiative and remains adaptable
• Demonstrate technical proficiency

• Office environment with potential hybrid or remote work schedule
• Required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal and extensive reading
• Sitting stationary for long periods of time
• Keyboarding: entering text and/or data into a computer
• Requires working with computer systems

Equal Opportunity Employer
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