Tier Technical Support Specialist

We are seeking a skilled Tier Technician to join our IT support team. This role involves providing technical assistance to end-users, troubleshooting complex issues, and supporting the maintenance of IT infrastructure. The ideal candidate will possess strong communication skills and a solid understanding of various operating systems and network configurations to ensure seamless technology operations across the organization., * Resolve escalated technical issues related to hardware, software, and network systems with a focus on desktop support and IT infrastructure.

• Assist users with computer management tasks, including troubleshooting Windows, macOS, and Linux operating systems.
• Support and configure network components such as LAN, VPN, and firewalls to ensure secure connectivity.
• Utilize ticketing systems like BMC Remedy, ServiceNow, and Jira to document incidents, track progress, and communicate resolutions effectively.
• Perform software troubleshooting for applications including Microsoft Office suite and other enterprise tools.
• Manage computer hardware repairs, upgrades, and replacements as needed.
• Collaborate with Tier 1 support teams to escalate issues appropriately while maintaining excellent customer service standards.
• Maintain knowledge of current IT support best practices and contribute to documentation updates.
• This position does require travel within the US.

• Proven experience in technical support roles with a focus on desktop support and help desk functions.
• Strong understanding of computer networking concepts such as LAN, VPN, and firewall configurations.
• Proficiency in operating systems including Windows, macOS, and Linux environments.
• Familiarity with IT support tools like BMC Remedy, ServiceNow, Jira, and ticket management processes.
• Knowledge of computer hardware components and management of IT infrastructure components.
• Ability to troubleshoot software issues related to Microsoft Office applications and other enterprise software.
• Excellent communication skills with the ability to explain technical concepts clearly to non-technical users.
• Experience with software troubleshooting across various operating systems and hardware platforms. This position offers an excellent opportunity for individuals passionate about IT support to develop their skills within a dynamic team environment dedicated to delivering exceptional customer service through technical expertise.

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