Buchanan Technologies · 8 hours ago

Level 2 Desktop Support Engineer

United States

Contract

Remote

Mid Level

$22/hr - $24/hr

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Information Technology

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Responsibilities

Respond to telephone calls, email and personal requests for technical support in a fast, friendly manner with the ability to explain technical situations to non-technical individuals

Troubleshoot & support software applications, various hardware/software configurations and run appropriate testing & diagnostics

Identify, research, and resolve technical problems and escalate problems to other support teams when necessary

Document incidents/problems and clearly document the issue, troubleshooting steps taken, and comments in an incident management system.

Contribute to Knowledge Base Support documentation to aid in the resolution & fulfillment processes related to Incident Management & Service Request Management.

Work in a fast-paced environment, able to adapt to frequent change and work a flexible schedule

Work with diverse groups and individuals to set goals, establish priorities, and solve complex problems

Qualification

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Network componentsWindows operating systemsActive DirectoryTechnical supportMS OfficeDatto Networking productsBCDR products

Required

Ability to demonstrate a solid understanding of basic network components and concepts

Ability to provide support to end users on a variety of topics including Windows operating systems, Active Directory, MS Office, printers, mobile devices, and email issues

Mature, self-motivated, and professional with excellent written and verbal communication skills

Strong problem solving/analytical abilities

Strong commitment to quality customer service

Ability to work independently as well as willing to follow direction and best practices

Regularly demonstrates initiative in supporting the customer outside of expected job assignments

Attention to detail and ability to multi-task talking to customers while performing technical computer work

Candidates must also be able to work any shift, holidays, and weekends

Two or Four-year degree in IT-related field or equivalent experience in a Technical Support/Help Desk environment

Previous call center, customer service, technical support experience