Help Desk Support Technician, Tier II; Stamford, CT

Description

Internal

Title:

Technical Support Analyst, Tier II

Department:
Help Desk

Location:

Stamford, CT

Compensation: $30.37 - $37.39 / hour

• Must be authorized to work in the U.S.
• This is a full‑time, direct hire position.
• Schedule:
  
  Monday – Friday, 8:00 AM – 5:00 PM (ET).
• This position requires on‑site support in Stamford, CT. Only candidates living within a reasonable driving distance (no more than one hour) will be considered.
• Hybrid: 2 days per week on‑site support in Stamford, CT & 3 days per week remote support.
• Compensation Disclaimer:
  The pay range listed for this position is based on market data and reflects the company’s good faith estimate of what it reasonably expects to pay. Actual compensation may vary depending on geographic location, relevant experience, and other job‑related factors. This range also accounts for potential growth and progression within the role. Final compensation will be determined after a successful interview process and may be discussed in more detail during later stages.

• Provide Information Technology Support (ITS) for desktop technical issues involving Microsoft’s core business applications, operating systems for PC (Windows 7+), MAC (OS X) and peripherals.
• Act as the first point of contact to the customer for all types of service requests.
• Be on phone support when not actively working a case.
• Process service requests as they arrive through direct customer call or other communication vehicle. This includes but is not limited to:
  • Create new cases in the ticketing system: obtain and evaluate all relevant information for service issues and requests, according to procedures.
  • Self‑assign incoming cases by identifying and investigating users’ questions and problems and providing immediate solutions when applicable.
  • Escalate client support cases that cannot be remedied quickly to the appropriate resource following the escalation process and procedures.
• Enter time and all work with proper updates in the ticketing system as it occurs.
• Apply technical knowledge to quickly resolve end‑user related opportunities such as password resets for the various applications supported.
• Address email‑related issues (e.g., creation of distribution lists, shared mailboxes, etc.).
• Address phone‑related issues (Apple and Android) via Intune or other MDM.
• Administer security group permissions on file shares, SharePoint and other applications per policy.
• Troubleshoot network connectivity, printer issues, and collaboration applications.
• Provide technical break/fix support for all ITS systems currently deployed in production.
• Interface and maintain effective communication with business users and other ITS team members when analyzing, updating and resolving cases.
• Administer, maintain and provide second‑level support of back‑end global ITS systems.
• Author and maintain technical documentation on system support models, common issues and solutions, and self‑service documentation for end users in the ITS Knowledge Base.
• Identify opportunities for continuous improvement of systems in production.
• Communicate with customers as required: keep them informed in the ticketing system of incident or request progress and notify them of impending changes based on the client’s SLA.
• Maintain acceptable KPI levels to meet expectations.
• Collaborate with Dispatchers and Help Desk Manager to ensure requests are routed to the proper resource to be resolved quickly and efficiently.
• Data entry may be required for new and active clients in the ticketing system.
• Identify proactive ways to reduce the number of support calls in the environment (reductions in quality, interruption or failure of an ITS service).
• On‑site work at client locations will be required as needed.
• Other duties as assigned.

• Demonstrate exceptional customer service skills to exceed customers’ expectations and minimize escalations by taking ownership of customer‑reported issues.
• Show diplomacy, tactfulness and empathy when dealing with customers.
• Defuse escalations and high‑tension situations.
• Appease customers experiencing service outages and difficulties.
• Listen actively and ask clarifying questions to seek…