IT Service Desk Tier II

• Advanced Troubleshooting: Investigate and resolve complex technical issues escalated from Tier 1 support. This includes hardware, software, network, and application-related problems.
• Incident Management: Handle escalated incidents, ensuring timely resolution and adherence to Service Level Agreements (SLAs). Collaborate with other teams when necessary.
• User Support: Provide personalized assistance to end-users, addressing their technical queries, concerns, and requests. Offer guidance on best practices and efficient use of IT resources.
• Application Support: Assist users with software installations, configurations, and troubleshooting. Familiarity with common business applications (e.g., Microsoft Office Suite) is essential.
• Hardware Maintenance: Diagnose and repair hardware issues, including desktops, laptops, printers, and peripherals. Coordinate with vendors for warranty repairs or replacements.
• Documentation and Knowledge Base: Contribute to the knowledge base by documenting solutions, workarounds, and troubleshooting steps. Share insights with the team to enhance overall support efficiency.
• Remote Support: Provide remote assistance to users across different locations. Proficiency in remote desktop tools and troubleshooting is crucial.
• Collaboration: Work closely with other IT departments to ensure seamless service delivery. Participate in cross-functional projects as needed.
• Security Awareness: Stay informed about security threats, vulnerabilities, and best practices. Assist in user education related to cybersecurity.
• Continuous Improvement: Identify areas for process improvement and contribute to enhancing the overall IT support experience.
• Other duties may be assigned, as needed.

• Critical thinking & problem solving
• Ability to research and solve issues independently
• Good interpersonal skills & collaboration
• Excellent written and verbal communication skills
• Dedication to process improvements
• Maintain accurate system documentation
• Security awareness and sound technical judgment
• Ability to manage multiple environments, tickets, and deadlines simultaneously
• Strategic awareness, * Degree in Computer Science, Information Technology, or a related field preferred but not required; equivalent hands-on experience in a related role will be considered in its place
• Minimum of 2-3 years of experience in IT support, with a focus on Tier 2 or advanced technical assistance
• Proficiency in Windows and macOS operating systems
• Strong working knowledge of servers, networking, and Microsoft 365
• Familiarity with ITIL processes and incident management tools

Preferred Qualifications:

• Experience working in a SOX-compliant environment
• Microsoft, CompTIA, or Cisco certification

All job offers are contingent upon the successful completion of a drug screen and reference check. Tri-City Group is an equal opportunity employer.