Level 2 IT Support Tech — Windows​/macOS & Cloud Apps

Level 2 IT Support Technician job at LaSalle Network. Schaumburg, IL. LaSalle Network is currently partnering with a client that specializes in managed IT services and is looking to grow their service desk team. The core services of this client are in the areas of help desk, systems engineering, network engineering and cloud services. We are looking to hire an individual to join their service team.

Level 2 Support Technician Responsibilities:

• Respond to incidents assigned to the Level 2 ticket queue and resolve client problems via telephone or in-person
• Provide level 2 technical support
• Troubleshoot software, hardware and mobile device problems
• Document client incidents in a ticket management system
• Deploy OS image builds to PC devices and perform post image system configuration
• Interact with client end-users and co-workers to diagnose and resolve problems
• Analyze, resolve, track, escalate and accurately document various technical problems
• Support feature, functionality and usage of specific applications
• Stay current on and adhere to established policies, procedures, documentation and technologies key to long-term success
• Build positive relationships with both client and teammates

• Relevant educational degree/certificate or equivalent experience
• 2+ years of hands-on desktop support experience; strong customer service skills
• Experience with image deployment methods examples include SCCM, Intune, PXE Boot or Autopilot
• Knowledge in Microsoft Office (i.e. Outlook, Word, Excel, PowerPoint, Access)
• Knowledge in Office
  365 Exchange Online administration
• Knowledge in Microsoft Windows, macOS, Android and iOS Operating Systems
• Knowledge of Citrix and VPN
• Knowledge of Active Directory and user account changes
• Technical aptitude with strong PC and mobile device literacy skills
• Self-starter with a desire to learn and that works well in a team environment
• Strong written and verbal communication skills; attention to detail
• Ability to follow, adhere to and offer improvement to documented processes