Tier 2 Service Desk Tech/Tech Support - Hybrid on-site 4 days/week - Conexess Group, LLC

Tier 2 Service Desk Tech/Tech Support - Hybrid on-site 4 days/week

Job Description – Provides second -tier support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email, and personnel requests for technical support. Documents, tracks, and monitors the problem to ensure a timely resolution.
 
Job Requirements – RESPONSIBILITIES AND DUTIES
Technical support professional with proven customer service and issue resolution capabilities.  Key skillsets include communication, service focus, troubleshooting hardware/software/connectivity, and process execution with underlying technologies from Microsoft, Apple, HP, Dell, Canon, and others.  Team Member will work as part of a team responsible for the Service Desk Tower within our Operations organizational matrix. 

Technical Support Rep II

• Actively listens to our internal and external customers to understand their issues or concerns.
• Document with detail and track customer issues using the ServiceNow ticketing system to ensure quick resolution.
• Participate in developing Service Desk technology and infrastructure projects.
• Maintain up-to-date knowledge of company products and services.
• Take control of personal and team ticket queues.
• Provides phone and in-person support to users in the areas of e-mail, directories, standard Serves as the initial point of contact for troubleshooting hardware/software PC and computer peripheral problems.
• Provide friendly customer support and interface daily.
• Periodically review/update processes and procedures for all infrastructure, systems, and services.
• Image laptops and desktop computers with SCCM.
• Follow-up with end users to provide status updates meeting expected service level targets.
• Be responsive, reliable, and able to prioritize tasks efficiently.
• Develop the skills to become an instructor for internal team training.
• Experience support for MacOS and JAMF.
• Experience using ITSM Ticketing tools (e.g. ServiceNow or similar ticketing systems to manage and track incidents).
• Basic knowledge of ITIL, Service Desk metrics/SLAs, and mobile device support.
• Work an 8hour shift daily (7am-4pm, 8am-5pm, or 9am-6pm)
• Collaborate with Tier 1 Support and other relevant teams to ensure seamless support continuity.

• Provide single point of contact (SPOC) for enterprise service desk via phone and email.
• Provide deskside assistance (actual and virtual) as needed.
• Provide Level 1 & 2 operational support for the following services/platforms:
  • Windows/MAC OS.
  • HP/DELL/Mac desktops and laptops.
  • Productivity applications:  Office365 Suite, Duo Mobile, etc.
  • Mobility Services: iPhone/iPad, WiFi, etc..
  • Printing Services: Canon MFPs.
  • Voice Services: ShoreTel VOIP.
  • Security services: Proxy, VPN, BitLocker, CompuTrace, NetSkope.
• Manage Windows desktop environment using Microsoft Deployment, AD group policy, and SCCM.
• Manage vendor services to ensure service delivery.

• Provide accurate documentation, tracking, and escalation via ticketing system.
• Perform end user training for applications, systems, and processes.
• Perform liaison duties with customer base to identify common issues and drive business alignment.
• Provide continuous improvement via problem management for common desktop/customer issues.
• Maintain accurate documentation for all desktops, applications, and customer systems.

• 2+ years enterprise desktop system support experience.
• Bachelor’s Degree in related field or equivalent experience.
• Entry-level technical certification preferred (A+, MCITP, Network+).
• Excellent customer service and communication skills.
• Strong logical troubleshooting skills.
• Ability to consistently follow standard procedures.
• Familiarity with basic networking concepts.

• Will have one remote day either Monday or Friday, every week.