Tier 2 level Helpdesk Technician

We are seeking a highly skilled Tier 2 level Helpdesk Technician to provide technical support and customer service to our staff members. The ideal candidate will have excellent interpersonal, oral, technical, and written communication skills, as well as the ability to extract information from end-users to resolve network, server, and computer-related hardware/software issues. Reporting to the Help Desk Manager, under general supervision, the Network Support Specialist will be responsible for but not limited to:

• Provide technical support for Windows, Mac OS, iOS, and Android OS, scanners, local and network devices, web, and IP cameras, tablets, printers, Bluetooth devices and more.
• Provide technical support for Virtual PCs, including 10zig workstations connected to Citrix and/or other virtual platforms.
• Create, modify, & close tickets as required using Jira for problem/issue tracking.
• Create documentation for guidance on break/fix issues using confluence.
• Interact, troubleshoot, and navigate within a network and server environment.
• Escalate tickets to System and Network Administrators as needed.
• Provide support and training for Microsoft Office O365 Suite including Word, Excel, Outlook email, calendaring, and delegation.
• Provide Support for Hardware and Software Installation, Maintenance and Licensing.
• Provide support for Maas360 (MDM) via IOS, Android mobile device Management.
• Maintain Security Protections against vulnerabilities via Microsoft patching, application, and firmware updates.

• CompTIA A+ certification Required; other Microsoft or equivalent certifications a plus.
• 2-4 years of experience providing hands-on technical support required.
• Proficient in supporting Microsoft Office products (Word, Excel, Outlook), Microsoft O365 including calendaring and delegation and Adobe Acrobat Required.
• Experience with and knowledge of the command line interface (CMD) for Windows operating systems required.
• Comfortable working with remote support tools to resolve customer issues required.
• Experienced with working in industry standard practices for implementing technology support, issue tracking via ticketing, hardware maintenance and security policies required.
• Proficient with local and network connected scan and printer devices, as well as other peripherals.
• Experience supporting a Mobile Device Management (MDM) solution and working with and knowledge of settings for Apple and Android smartphones required.
• Strong written and verbal communication skills with the ability to translate technical concepts to a non-technical audience required.
• 2- 4-year college degree, preferably a B.S. in a technical sciences or equivalent experience.
• Proficient with Microsoft Active Directory Domain Computers and Users, File Server, DNS, Printer Server, Security Group Memberships, Permissions, Remote, Citrix and Virtual Desktops.

Top Prospect Group founders and management team offer more than 25 years of experience in Information Technology and Creative Staffing. Our fundamental goal is to build successful relationships resulting in accurate job and prospect representations. Top Prospect Group meets with those we work with face-to-face to garner a better understanding of candidate or client requirements. By leveraging our experience and market insight, we are then able to provide a more consistent recruitment process.