Service Desk Technician L2

Would you like to work in a dynamic fast-moving environment that values social interaction as well as technical prowess? We need people who can resolve complex technical issues effectively and efficiently through multiple mediums (chat, ticket, phone). Strong Mac OS and Windows experience required.

• Apply critical thinking to complex user requests and provides as much context and information as possible to deliver the best solutions as quickly as possible
• Troubleshoot client-side network connectivity issues, including digital authentication, remote access, secure Wi-Fi and wired connectivity to the internal network
• Support user requests and performs remote installations as needed
• Assist remote users with access problems ranging from password resets to network access failures
• Support messaging & calendaring services and content collaboration
• Support issues with mobile devices
• Lead in ticket processes and provides coaching for other technicians when workflow deficiencies are identified. Have deep understanding of defined team metrics, such as backlog, aging, effectiveness; this technician then takes actions based on the current trends in service
• Attend and participate in weekly team syncs by driving actionable discussions
• Display learning agility by actively seeking answers when technically challenged
• Seek feedback from other Help Desk Technicians to optimize and improve support, while also maintaining a solid understanding of general user support needs and requirements

• 2+ years of experience in a helpdesk role or similar
• Strong interpersonal communication skills with a high degree of empathy is a must
• Complete understanding of Microsoft Outlook client
• Strong Mac and Windows technical support experience and Outlook Web Access, with experience resolving complex problems and assisting users with advanced functionality
• Experience in supporting PCs and Windows OS in a commercial or enterprise environment is preferred
• Applied experience with Microsoft Exchange, including a firm understanding of Groups and permissions is key
• Comprehensive knowledge of Windows is a plus, in issues ranging from resolving registry conflicts to troubleshooting system crashes and performance issues
• Deep understanding of fault domain isolation, and root-cause analysis is essential for success in this role
• Proven experience resolving secure network access problems involving but not limited to digital certificate authentication and client remote access services, either using Juniper Networks or Cisco solutions
• Working knowledge of video collaboration, including tools like Zoom, WebEx, etc.
• Strong knowledge of supporting iOS and Android devices in a commercial or enterprise environment
• Working knowledge of Active Directory and basic AD administration