Help Desk Technician - Tier 2

Join a dynamic team at one of the best educational institutions in the country. IT Service Support is responsible for Multi-Tier, Omni-channel support. Includes the initial point of contact for IT services, receiving customer issues and requests providing troubleshooting with an emphasis on first contact resolution., * Evaluates issues and escalates as needed to higher-tier and specialized staff.

• Involves user support on software and hardware from base offices or on-site and field desktop locations (main campus, regional sites, medical facilities).
• Performs varying complexities of regular or project-related installation, preventive maintenance, break and fix, fault diagnosis, identification, isolation, resolution and deployment.
• Performs continued monitoring of escalations of customer issues and requests. Communicates, tracks and reports computing environment outages while working with IT personnel and leadership to monitor or assist in problem resolution.

• 2+ years of IT Helpdesk Experience in mid-sized to large-scale environments
• Experience with enterprise ticketing systems such as ServiceNow
• Experience supporting Tier 2 issues related to User Access, Passwords, Email, etc.
• Outstanding troubleshooting skills with a track record of First Call Resolution
• Must demonstrate exceptional communication skills with the ability to quickly understand and troubleshoot user issues
• Strong customer service skills are a must
• Proven ability to work effectively in team settings

Technology - Windows OS, MAC OS, Laptop applications, Desktop applications, Mobile device applications, 3rd Party systems Issues: User Accessibility, Password Issues

PREFERRED SKILLS

• 4+ years of IT Help Desk experience
• Experience with ServiceNow
• Experience supporting Educational software like Canvas
• Technical certifications such as CompTIA A+, Network+, ITIL. etc., Highschool Diploma Required Bachelors, Associates Degree, or Advanced Training in a technical field preferred but not required