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Title

Tier II Service Desk Specialist 

Description

The Tier II Service Desk Specialist provides frontline technology support to company employees. Maintains user’s computer hardware, virtual desktop, and deploys and configures company applications.

Duties & Responsibilities:

  • Works Tier 2 & 3 issues and troubleshooting advanced issues
  • Monitor and triage incoming helpdesk issues for severity
  • Manages business line application configuration including Office365 services, web conferencing room systems and platforms, UCC phone systems, etc.
  • Maintains professional interactions with the customer in verbal and written communications.
  • Ascertains the nature of the call, opens tickets via a ticketing system, determines the functional area of the problem being reported—e.g., hardware, software, and telecommunications—and provides detailed analysis of the problem.
  • Works toward incident response and resolution targets in an Information Technology Service Management (ITSM) environment with Service Level Agreements (SLAs).
  • Applies logical thinking and problem-solving skills to common end-user desktop challenges such as software and hardware enhancements, application deployments, and infrastructure upgrades
  • Troubleshoots software and hardware enhancements, application deployments, and infrastructure upgrades.
  • Escalates the problem to next-level support if the issue cannot be resolved at Level I.
  • Assists with basic enterprise-level mobile device management configuration and troubleshooting.
  • Determines if the equipment is warranted and arranges appropriate resolution under warranty.
  • Updates assigned tickets and continuously coordinates necessary work.
  • Documents status updates and communicates to necessary parties; provides follow-up to the user on the status of the problem until resolution and verifies problem resolution prior to closing the ticket.
  • Works to earn industry certifications such as ITIL v4 of v3, CompTIA A+, Security+ CE, Microsoft Associate or Expert, and AWS/Azure Cloud Practitioner.
 
Position Requirements

Education & Experience:

  • Strong customer service and teamwork skills
  • Strong written and communication skills
  • Advanced knowledge of technology troubleshooting concepts and procedures
  • Knowledge of server administration and application deployment
  • Experience managing Active Directory, Office 365, Windows 10, and MacOS
  • Prefer Certification (A+/Network+, Microsoft Certified, or equivalent)
  • 5 years of technology experience needed
 
Full-Time/Part-Time Full-Time  
Remote Work Eligible Yes  
Req Number INF-21-00008  
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.  

This position is currently not accepting applications.

To search for an open position, please go to http://RenaissanceAcquisitionCoLLC.appone.com



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