IT Service Desk Technician, T2 - EXOS (formerly Sondhi Solutions)

Indianapolis, IN

This position is responsible for resolving Tier 1 and Tier 2 customer requests via phone,
email, ticket entry.
Promote a high level of customer satisfaction through proper telephone techniques and
respond with the appropriate amount of urgency to user problems.
New hire setup and orientation.
Assign username, password, and access right permissions for the computer systems and
applications.
Identify, research, and resolve technical problems
Maintain appropriate documentation on procedures, configurations, and equipment
inventory.
Oversee installation, configuration, administration, maintenance, and support of
service/management applications or infrastructure components incorporated at clients
existing or future computing infrastructure.
Monitor the ongoing operation and perform activities to assist with performance tuning,
troubleshooting of hardware, OS, and application issues.
Support software/hardware on equipment such as scanners, copiers, printers, monitors,
and other peripherals.
Network Cabling / Server reboots / general network troubleshoot.
Cell phone / MiFi support and upgrades (Verizon and ATT Firstnet)
Participates in 24/7 on-call rotation
Perform other duties as assigned by management.

Excellent organizational, written, and verbal communication skills.
Minimum 5 years experience of Tier 2 desktop support
Experience working in Active Directory, User Support and Group Policy support
Windows based computer literacy, and familiar with helpdesk procedures.
Knowledge of Microsoft Windows based software and troubleshooting techniques.
Knowledge of PC hardware installation, troubleshooting, and resolution techniques.
Ability to install and deploy Windows based PC's.
Possess working knowledge of the Microsoft Office O365 Suite, including: Word, Excel,
and PowerPoint.
Microsoft Modern Workplace certification is desired.
Ability to lift up to 50 lbs

Source : EXOS (formerly Sondhi Solutions)