Tier 2 Help Desk Technician

Layer8 Consulting has an opening for a Tier 2 Help Desk Specialist that will provide support to end users on a variety of issues. This individual will be a hands-on member of the Desktop Support team responsible for providing Windows & iOS support for one of our current clients. This is a customer-facing role that requires excellent customer service skills. The successful individual will provide both phone and desk-side support at our customer’s Tampa Florida campus. This position is a 1-year full-time contract position with the possibility of permanent on-going employment., · Troubleshoot computer system problems and provide solutions using available resources

· Follow established policies, procedures, operating instructions and processes to provide quality customer support

· Log and properly document all issues, follow-up, and resolution information for each assigned ticket

· Proactively seek out solutions to less common problems and develop workarounds

· Utilize resources such as FAQ’s, knowledge base, white papers, websites and resolved ticket information

· Maintain working knowledge through on-going training and self-initiated research / study

· Demonstrate a consistent sense of urgency on high priority issues to ensure timely resolution

· Provide training & assistance to other clients and team members as required

· U.S. Citizen with valid driver’s license

· Demonstrate excellent communication skills

· Ability to multi-task in fast paced environment

· Ability to exercise patience and professionalism during stressful situations

· Self-driven and motivated

· Ability to lift equipment weighing up to 50 pounds

DESIRED SKILLS

· Working knowledge of Windows 10 Operating Systems

· Experience working with Help Desk ticketing systems

· Experience with Active Directory Administration

· Ability to quickly learn new software, hardware, and processes

· Working knowledge of Apple iOS and familiarity with iPhones

· Ability to work independently

· Two years of desktop & laptop troubleshooting

· Excellent customer service skills

· Time management and organization skills

BONUS SKILLS

· Experience creating & working with imaging technology

· Microsoft or Technology based Certifications

· Dell PC repair Certification

· Understanding of Basic Networking Protocols

All candidates must be U.S. citizens and will be required to pass a standard background check and drug test.

Client Focused. Results Driven., * Customer service: 2 years (Required)

• Troubleshooting: 2 years (Required)
• Windows: 2 years (Required)

$25 - $27 an hour - Full-time, Contract, Job Types: Contract, Full-time

Pay: $25.00 - $27.00 per hour

Benefits:

• Health insurance