IT Service Desk Technician, Level 2
Company: Search Pros Inc
Location: Newburyport
Posted on: March 17, 2023
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Job Description:
GENERAL SUMMARY: ONSITE 10:00AM- 7:00PM/Newburyport, MA
Provide Tier 2 technical support for our onsite and remote
employees timely and accurate and with a strong focus on customer
satisfaction. Responsibilities include but are not limited to
answering complex inquiries, troubleshooting to fully resolve
escalated requests or issues, configuring and deploying PCs,
conducting new hire orientation, installing approved software
products, and maintaining conference room equipment. Assist with
documenting processes in our Knowledgebase to ensure clear,
accurate, repeatable, and standardized procedures. Meticulously
follow-up on all outstanding tickets to provide status updates to
end-users to guarantee optimal response rates and exceptional
service delivery. This includes providing the IT Customer Service
Support Manager with timely progress updates on escalated issues
and assigned tasks without prompting. This is a full-time, onsite
position at our Newburyport campus, with hours from 10:00 a.m. 7:00
p.m. (work hours be adjusted based upon business need).
ESSENTIAL JOB FUNCTIONS
o Maintain professional, can-do attitude, providing excellent
customer service at every opportunity.
o Monitor, research, respond, and complete assigned tickets
promptly and accurately:
Provide user with timely updates, communicating progress made and
next steps
Thoroughly document all research, troubleshooting, and resolution
steps in ticket notes
For involved tickets, document resolution steps in Knowledgebase
for future reference
o Prioritize tickets appropriately, with high severity items having
primary focus to ensure no user is left unproductive for an
extended period.
o If further escalation is needed, collaborate with other IT
members and clearly communicate information gathered and the steps
taken to date to resolve.
o Identify, research, and resolve the root cause of incidents to
prevent reoccurrence.
o Fully accountable to handle all tickets and responsibilities
assigned, providing proactive and ongoing follow-up feedback to IT
Customer Service Support Manager. This includes communicating any
noted trends and/or potential issues.
o Actively possess and practice a process improvement mindset to
develop, document, and communicate new procedures to resolve user
issues and recommend enhancements for existing processes/procedures
to further improve service delivery.
o In addition to the Footprints ticketing system and Trello Board
tracking, closely monitor and respond to corporate email and Teams
messages to be fully accessible and responsive to users.
o Perform any needed repairs to hardware, software, or peripheral
equipment.
o Train users on how to properly use hardware/software, providing
resource material for future reference.
o Acquire and maintain current knowledge of relevant hardware,
software, and systems to provide technically accurate solutions to
users.
o Configure and deploy PCs to new hires and those needing
replacement computers using a solid understanding of PC imaging
tools and methods.
o Conduct New Hire Technology Orientation.
o Maintain conference room equipment at the Newburyport campus.
o Help track equipment inventory, such as laptops, printers,
peripherals, Warehouse workstation equipment, etc.
o When equipment levels are low, obtain vendor quotes to replenish
stock.
Provide proposal to IT Customer Service Support Manager to pull the
PO and place the order.
o If urgent issues surface outside of business hours, be available
to assist.
o Attend staff and client meetings, as required.
o Participate in team and department projects, as assigned.
o May be requested to perform other duties not mentioned above.
PREPARATION, KNOWLEDGE, SKILLS & ABILITIES
Associate of Science degree required, preferably in computer
science, business or equivalent technical certifications/training,
may be considered as substitution for a college degree
A minimum of 3 years experience in Service Desk Support, using a
formal ticketing tracking system and SLA metrics
Proficient in Microsoft Windows and Active Directory
Basic understanding of networking principles and protocols
Experience with Microsoft DNS, DHCP, and File Services
Extensive understanding of VPN and MFA
General knowledge of iPhones and/or Android phones; ability to
support Outlook and MAPI interfaces for email and calendar
synchronization
Skilled in problem-solving, troubleshooting, and providing creative
solutions to resolve problems
Working knowledge of Excel and general reporting tools, including
the ability to collect data and develop metrics to provide KPI
reporting and analysis
Behavior and teamwork:
o Focused on delivering exceptional customer service
Displays patience and perseverance in dealing with user issues
Excellent interpersonal and communication skills
Possesses a positive, can-do attitude
o Advanced troubleshooting and multitasking abilities
o Excellent analytical skills, as well as focus on accuracy and
attention to detail
o Self-starter who works well in a team setting
o Ability to effectively handle stress during outages, escalations,
and times of concurrent demands
o Able to represent the company and IT department in a
professional, positive light
CURRENT TECHNICAL ENVIRONMENT
The current environment includes a local datacenter with servers,
switches, firewalls, and about 75 VMs, plus a campus network with
IDFs and backup locations, and a growing cloud-based infrastructure
Amazon, Rackspace, and third-party applications.
Keywords: Search Pros Inc, Lowell , IT Service Desk Technician, Level 2, Professions , Newburyport, Massachusetts
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