Service Desk Technician L2

Office

Location:

Mt. Holly or Elmwood, NJ, NYC, Stamford, CT or Reading, PA - Hybrid optional after 90 days

The Service Desk Engineer L2 provides intermediate technical support to Omega Systems’ customers and employees across offices, remote locations, and customer sites. Acting as a key escalation point from Level 1, this role is responsible for diagnosing and resolving more complex incidents, implementing solutions, and ensuring the stability of customer and internal IT services.

NOTE:

On-call rotation is required for this position.

• Provide 2nd Level support through desk-side, remote, and local office support services
• Watch for repeat tickets to find trending issues.
• Work directly with Account Managers and Customer Success Managers on their customers’ escalated issues.
• Create new knowledge base articles to increase the rate of first-line resolution
• Follow documented processes for incident management and request fulfilment
• Provide guidance and direction for escalated service issues
• Demonstrates dedication to customer service and can assess risks quickly
• Analyze and document software requirements

• Work with other colleagues within Omega Systems teams to deliver an effective Customer support service offering
• Help ensure Customer support services teams are focused on achieving results using all resources available from initiation to resolution
• Ensure that effective working relationships at all levels are achieved by simplifying complex technical messages and acting as an advocate of Omega Systems Customer support teams both externally and internally

• Provide timely resolutions to technical support issues while following company standards
• Properly log, prioritize, assign, track, and respond to incidents and requests promptly
• Identify and resolve incidents within agreed SLAs, policies, and procedures
• Develop new support documentation of solutions that are used by Customer support services
• Monitor incident trends and identify recurring incidents for resolution
• Ensure that all relevant incidents are linked to an appropriate problem
• Document and test new solutions for Omega Systems to use and implement in customer environments for problem resolution.
• Perform root cause analysis as needed for problems, working closely with other Omega Systems support teams
• Install and maintain desktop hardware and software, and provide PC hardware troubleshooting/repair
• Use advanced tools/technical knowledge to remediate Customer problems and conduct scheduled installs
• Analyze desktop usage and computer peripherals
• Analyze, troubleshoot, correct, and document defects in existing software systems
• Responsible for installation, testing, troubleshooting, and repair of workstations
• Responsible for installation and configuration of workstation software
• Complete PC installation, maintenance, e-mail administration, and disk capacity monitoring
• Provide accurate estimates for and track data on time spent adding new features and fixing defects
• Ensure technical documentation is created and tested

Incumbent(s) in this position may be required to perform other duties and special assignments not specifically stated.

The job operates in a professional office environment. This role routinely utilizes standard office equipment, including computers and phones.

Minimal travel is required for this position.

• 3+ years of information technology experience supporting inbound Customer requests or issue resolution
• Experience with Connect Wise Manage software or a similar ticketing system
• Strong working knowledge of desktop and server operating systems (Windows, Linux, Unix, etc.)
• Proficiency with Microsoft operating systems, Microsoft Office Suite (Outlook, Word, Excel, and PowerPoint), and Microsoft desktop applications
• Experience with Active Directory account creation, password resets, group membership changes, distribution groups, and other AD functions
• Experience supporting VPN clients and VPN Administration
• Experience supporting applications running in an RDS or…