Help Desk Tier 2

• Respond to requests for technical assistance via helpdesk ticketing system.
• Diagnose and resolve technical issues onsite and remotely.
• Log all customer interactions into ticketing system.
• Receiving Tier 1 escalations.
• Follow incidents through to resolution.
• Provide regular updates to residents and employees on their support requests.
• Providing residents and employees with support for company- owned assets (primarily workstations, laptops, servers), which will include basic help desk support up to advanced troubleshooting. This position involves troubleshooting workstation, networking, storage, and server issues on a variety of platforms.
• Maintain an accurate tracking of computer assets (desktops, laptops, printers, etc.…)
• Provide remote troubleshooting solutions for computer or operating system issues for end-users remotely.
• Perform multiple tasks simultaneously, including handling interruptions, and return to and complete tasks in a timely manner.
• Maintain important records efficiently and accurately.
• Ability to ask for assistance from the System Admin when needed after exhausting other troubleshooting techniques and avenues

• Demonstrated ability to work under pressure.
• Excellent troubleshooting skills and follow through.
• Good communication and exceptional positive and interpersonal skills.
• Solid organizational skills including attention to detail and multi-tasking skills.

• Ability to read, write and speak English sufficient to perform job duties and to interact and communicate with residents and employees.

• Position may require some outside travel.
• During emergencies or natural disasters may be required to be on duty for the duration of the disaster.
• On-call rotational weekends

Requirements:

• Bachelor’s Degree in Computer Science or Information Systems or a 2-year degree with an A+ and Network+ and/or Equivalent Experience
• 3+ Years’ experience as a Tier 2 Help Desk Technician
• Security+ Certification
• ITIL Foundation Certification
• A+ / Network + / Security+/MCSA / MCSE are a plus, but not required

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• Demonstrated integrity, ingenuity and inventiveness in the performance of assigned tasks.
• Demonstrated understanding of Active Directory (Account creation, password resets, group and distro list membership, OneDrive for Business, SharePoint, etc.)
• Experienced with hardware repair and software troubleshooting
• Strong knowledge of the Network OSI Layers when troubleshooting network issues.
• Ability to easily adapt to and learn new technologies
• Knowledge of PC operating systems and cloud-based platforms.
• Knowledge of firewall and network filtering; common plugins and browsers; and antivirus and mal-ware applications
• Ability to work independently
• Working knowledge of Microsoft Office 365.
• High level of confidentiality and adhere to HIPAA
• Experience with a ticketing system such as ConnectWise or FAVIO
• Ability to interact at all levels with management internally, and with customers and vendors