Apply on Employer Site

Attentus Technologies · 1 day ago

Tier 2 Help Desk Technician

Renton, WA

Full-time

Onsite

Mid, Senior Level

$60K/yr - $65K/yr

5+ years exp

Attentus Technologies is a values-driven managed services provider with over 20 years of experience in providing managed IT services to clients throughout the Pacific Northwest. The Tier 2 Help Desk Technician will be responsible for providing technical assistance, troubleshooting issues, and maintaining high customer satisfaction.

DatabaseInformation TechnologyVoIP

Responsibilities

Resolution of, or adequately diagnose problems and escalate if necessary

Answer inbound calls and provide Tier 2 technical assistance to quickly resolve customer issues

Create/manage/update service tickets within our ticketing system

Document system configurations

Creation and maintenance of client documentation

Troubleshoot, diagnose, and resolve issues with infrastructure components

Maintain overall customer satisfaction above 90%

Certifications to be obtained within the first 6 months

IT projects as required by clients for software implementations and other support-related issues that 3rd party vendors require of our client systems

Troubleshoot problems with computer systems and local file servers, including troubleshooting hardware and software, e-mail, network and peripheral equipment problems

Provide remote technical support to clients through phone and remote-access tools, ensuring clear communication and a positive support experience

Network and server troubleshooting

Perform any other supplemental duties as assigned by management

Qualification

Managed IT Services (MSP)TCP/IP networkingOffice 365Active DirectoryWindows OSFirewallsRoutersVPN configurationsClient documentationTechnical supportCustomer ServiceMD-102 CertificationCompTIA A+CompTIA Net+CompTIA Security+Exceptional communicationTime management