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IT Service Desk Technician, Level 2

Company: Search Pros Inc
Location: Newburyport
Posted on: March 17, 2023

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).


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.


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


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.

  • Primarily Microsoft Windows PCs and Servers, plus some Linux
  • Windows 10 and 11
  • Microsoft Office 365 (cloud) email, calendars, Office suite (Excel/PowerPoint/Word), Teams
  • A ctive Directory for users and security groups
  • VPN and MFA for local and remote users
  • Primarily Client and Dell
  • s ome Apple MacBooks
  • Client, Brother, Intermec and Zebra barcode printers
  • Aruba and Juniper networks; dark-fiber local campus wiring (5 buildings)
  • BMC Footprints ticketing system. Nextrix LLC is our 24x7 Service Desk provider
  • Solarwinds network and server monitoring and alerts
  • Avaya VoIP phones
  • Ring Central (for Sales)
  • Amazon AWS and some Azure
  • Teams, including Teams Rooms
  • SharePoint intranet

Keywords: Search Pros Inc, Lowell , IT Service Desk Technician, Level 2, Professions , Newburyport, Massachusetts

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