Service Desk Technician - Level 2

 

Service Desk Technician - Level 2

 

Description

 

Join one of the world’s fastest-growing IT research and advisory companies, proudly serving over 30,000 IT professionals.

We are a growth focused, entrepreneurially spirited company who has consistently achieved YoY growth in our 23 years of operation and are especially proud of our double digit growth during the last year of a global pandemic.
 

The Service Desk Technician Level 2’s role is to contributes to a stable and secure end user computer environment to ensure end users can accomplish company deliverables. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. In addition technician will complete project activities, maintaining compliance, be available on-call and perform vendor management responsibilities.
 
 

Major Responsibilities

 

 

 

• Documenting and prioritizing service desk tickets, emails, calls, responding in a timely manner and entering detailed information into service desk tickets. Resolution of medium to complex tickets.
• Assist level 1 technicians with any tech support issues requiring assistance
• Onboarding / Offboarding Employees – Full Cycle Management
• Application Support Ownership - Provides Tier 2 End User support for applications used within the business including primary escalation point between Organization and Vendor.
• Primary support for External Client Issues and Events ( Webinar, Workshop )
• Asset Management of all Corporate Hardware/Software
• On call support
• Create Technical Documentation
• Provide support to ad hoc projects as required

 

 

 

Education and Experience

 

• College Diploma in a computer system topic IT related diploma  
• 2-4 years of hands-on experience in a Service Desk and/or technical support role

 
 

Skills

 

• Experience working in Windows (7, 10), Macintosh environments
• Active Directory
• Office 365
• Microsoft Office 2013, 2016
• PowerShell
• Knowledge of iPhones, iPads and Androids.
• PC Hardware Repair
• A+ certification
• ITIL
• Ability to troubleshoot, diagnose and respond to issues. Continuous curiosity.
• Ability to provide exceptional customer service to all employees.
• Excellent organizational and time management skills.
• Excellent interpersonal skills

Info-Tech Research Group of companies is an equal opportunity employer committed to diversity and inclusion and does not discriminate on the basis of any legally protected status or characteristic including Minority/Female/Sexual Orientation/Gender Identity/Disability/Veteran and are pleased to consider all qualified applicants. To that end, upon request, ITRG will ensure, to the extent possible, that accommodation be made available to applicants throughout the recruitment and hiring process.

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