Level 2 Technology Support Specialist
Job in
Pasadena, Los Angeles County, California, 91122, USA
Listing for:
Alcala Consulting, Inc.
Full Time
position
Listed on 2025-12-31
Job specializations:
-
IT/Tech
IT Support, HelpDesk/Support
Salary/Wage Range or Industry Benchmark: 80000 - 100000 USD Yearly
USD
80000.00
100000.00
YEAR
Job Description & How to Apply Below
This position will provide maintenance of the computer desktop environment by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting our clients across multiple locations and many different industries. The Level 2 Technology Support Specialist will be responsible for the administration and internal support of the Customer's PCs, printers, servers, and related equipment. Tasks include end user support, license tracking, and performing PC maintenance, upgrades and configurations.
This position will work directly with customers and partners providing expertise in hardware and software installations, troubleshooting and configuration recommendations.
DUTIES AND RESPONSIBILITIES
Honest, self-motivated, professional, team playerTravel to client offices when neededExceptional customer service skills, organizational skills with a proven ability to manage multiple calls and tickets with minimal supervisionAbility to learn new technology quicklyAble to constantly balance multiple tickets and requests in high pressure situations and will take escalations from Level 1 TechniciansMust be able to diagnose problems quickly and correctly with computer systems and introduce a resolutionProvides advanced level installation, support, and maintenance of servers, core infrastructure (switching, routing, firewall) and other computer systemsEfficiently manages configuration of desktops, servers, core infrastructures and services (IIS, e-mail, AD, DNS, DHCP etc.)Assists with planning for and responding to client project needs when applicableAnswer client calls and create detailed ticketsEscalate tickets to the appropriate engineer when neededRemote/ On-site troubleshooting of level 2 issues such as desktop hardware failuresWill be responsible for taking calls on an On-Call rotationPunctuality is requiredProvide helpdesk support and resolve problems to the end user's satisfactionMonitor and respond quickly and effectively to requests received through phone calls or email to ticketing systemMonitor Service Desk for tickets assigned to the queue and process first-in first-out based on priorityModify configurations, utilities, software default settings, etc. for the local workstationUtilize and maintain the helpdesk tracking softwareDocument internal proceduresAssist with onboarding of new usersEnsure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipmentInstall, test, and configure new workstations, peripheral equipment, and softwareMaintain inventory of all equipment, software, and software licensesReport issues to the NOC for escalationManage PC setup and deployment for new employees using standard hardware, images, and softwareAssign users and computers to proper groups in Active DirectoryPerform timely workstation hardware and software upgrades as requiredSUPERVISORY RESPONSIBILITIES
None
COMPETENCIES
To perform the job successfully, an individual should demonstrate the following competencies:
Problem Solving - Identifies and resolves problems in a timely mannerGathers and analyzes information skillfullyDevelops alternative solutionsCustomer Service - Manages difficult or emotional customer situationsResponds promptly to customer needsResponds to requests for service and assistanceMeets commitmentsInterpersonal Skills - Maintains confidentialityListens to others without interruptingKeeps emotions under controlOral Communication - Speaks clearly and persuasively in positive or negative situationsListens and gets clarificationResponds well to questionsWritten Communication - Writes clearly and informativelyAble to read and interpret written informationQuality Management - Looks for ways to improve and promote qualityDemonstrates accuracy and thoroughnessBusiness Acumen - Understands business implications of decisionsAligns work with strategic goalsEthics - Treats people with respectKeeps commitmentsInspires the trust of othersWorks with integrity and ethicallyUpholds organizational valuesOrganizational Support - Follows policies and proceduresCompletes administrative tasks correctly and on timeSupports…
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