Jobs via Dice · 10 hours ago
Tier II Service Desk Technician
Colorado Springs, CO
Contract
Hybrid
Senior Level, Lead/Staff
$27.88/hr - $30.28/hr
10+ years expSNI Technology's client is seeking a talented Tier II Service Desk Technician for a full-time, contract-to-hire position. The role involves providing advanced service desk support, resolving complex customer incidents, and mentoring Tier 1 technicians while ensuring excellent customer service.
Computer Software
No H1B
Responsibilities
Builds teamwork and company culture in accordance with company values
Intermediate troubleshooting, researching, implementing & optimizing resolutions to customer incidents and requests across hardware, software, network, and cloud environments
Diagnose root causes of recurring issues and implement effective corrective actions within approved standards and architecture
Perform system configuration, maintenance, and optimization activities within defined client environments
Provides remote & onsite technical assistance and training to client end users for higher-complexity client issues, including coordination with vendors when required
Ensure thorough documentation of technical work, decisions, and resolutions in the ticketing system and client documentation platforms
Identify patterns, risks, and opportunities for improvement within client environments and internal service delivery processes; communicate recommendations to leadership
Provides excellent customer service to clients and communicates effectively with clients via email, phone, and ticketing system
Escalates work to leadership and/or higher-level tech when assigned work cannot be resolved in a timely manner
Accurately documents work performed, customer interaction and time worked in Ticketing System. Closes tasks & tickets timely
Creates and maintains client documentation in the document retention system
Recognizes opportunities to improve clients' technical environment, our technical environment & our business practices and procedures. Communicate improvements to leadership
Consistently meet utilization goals, SLA commitments, and quality expectations
Follows best practices in accordance with security guidelines, CMMC and HIPAA to protect client and company data and passwords
Performs on-call duties as required in the on-call rotation
Drives company owned vehicle when going onsite to a client's location or conducting other company business
Serve as an escalation resource for Tier 1 technicians, providing guidance, technical direction, and mentoring
Performs all other duties as assigned
Qualification
Required
Bachelor's degree in Computer Science or related field, or equivalent combination of related education and experience (required)
A+ Technology Certification or equivalent combination of related training and experience (required)
Minimum 10 years' professional experience (i.e., it doesn't need to be specific to IT but work experience within a professional/corporate work environment)
Minimum of 4 years of progressively responsible IT experience in a service desk, desktop support, or systems support role
Demonstrated experience resolving escalated incidents and service requests beyond Tier 1 scope
Hands-on experience supporting and administering Microsoft and Apple operating systems
Hands-on experience supporting and administering Microsoft 365 Cloud and common business applications
Hands-on experience supporting and administering Active Directory and Group Policy
Hands-on experience supporting and administering Server-based file services, permissions, and backups
Hands-on experience supporting and administering Network Infrastructure including routing, switches, firewalls, wireless, VLANS, VPNs
Hands-on experience supporting and administering WAN Technologies
3 years' experience working with Microsoft & Apple operating systems
3 years' experience working with Private & public VM cloud environments
3 years' experience working with Microsoft 365 cloud services
3 years' experience working with Network troubleshooting and optimization
3 years' experience working with Network mapping
3 years' experience working with Firewalls, switches, routing & wireless
3 years' experience working with WAN technologies
3 years' experience working with Internet security & data privacy
3 years' experience working with Active Directory & group policy
3 years' experience working with Automated system updates, system management, system imaging, and remote assistance
3 years' experience working with Servers running various Windows OS versions in standalone and virtualized environments
3 years' experience working with VPN
3 years' experience working with Azure
3 years' experience working with Server file shares & permissions
3 years' experience working with Printer networking
3 years' experience working with VoIP and PBX systems
3 years' experience working with Remote Desktop
2 years' experience working with User level & server backups
2 years' experience working with Internet filtering solutions
2 years' experience working with G-Suite Administrative Console
2 years' experience working with Apple MDM solutions
2 years' experience working with Camera system infrastructure
2 years' experience working with Cloud email & spam filters
2 years' experience working with Mobile device management
2 years' experience working with QuickBooks, Sage or other financial applications
2 years' experience working with Vendor RMAs
2 years' experience working with Other client business specific technology
Experience mentoring junior technicians and providing technical guidance
Experience working in a fast-paced, high-pressure work environment with multiple time critical tasks simultaneously (required)
Must have a valid Colorado Driver's License with a clean driving record and background check (required)
Preferred
Server+, Network+ & Security+ certifications or equivalent combination of related training and experience
Other relevant certifications are an advantage
Company
Jobs via Dice
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0-1 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase