Level 2 Service Desk Technician

3 weeks ago

Franklin, United States Addison Group Full time

Job Description: Level 2 Service Desk Technician


Job Summary: We are seeking a proactive and customer-focused Level 2 Service Desk Technician to join our IT team. As the first point of contact for practices experiencing technical issues, you will play a key role in ensuring smooth operations by addressing Level 1 and Level 2 tickets efficiently. This position requires strong communication skills, technical expertise, and a commitment to excellent service. The role is currently remote but will transition to an in-office setting within 3-6 months.



Key Responsibilities:

  • Issue Confirmation and Resolution:
  • Serve as the primary point of contact for practices, confirming and documenting the details of reported technical issues.
  • Troubleshoot and resolve Level 1 and Level 2 technical issues related to hardware, software, networks, and other IT systems.
  • Ticket Management:
  • Monitor, prioritize, and manage service desk tickets in the system, ensuring timely resolution and adherence to service-level agreements (SLAs).
  • Escalate unresolved or complex issues to higher-level support teams as necessary.
  • Customer Communication:
  • Communicate effectively with practice staff, providing regular updates on ticket status and next steps.
  • Deliver user-friendly instructions to resolve recurring issues or assist with IT processes.
  • Documentation and Reporting:
  • Accurately document troubleshooting steps, resolutions, and knowledge base articles to improve team efficiency.
  • Identify and report trends or recurring issues to help drive long-term solutions.
  • Collaboration:
  • Work closely with other IT team members to ensure alignment on processes and goals.
  • Provide feedback to improve service desk workflows and processes.


Qualifications:

  • Experience:
  • 2+ years of experience in a service desk or IT support role, handling Level 1 and Level 2 tickets.
  • Previous experience working in a customer-facing or healthcare IT environment is a plus.
  • Technical Skills:
  • Proficiency in troubleshooting hardware, software, network, and connectivity issues.
  • Familiarity with IT service management tools (e.g., HaloPSA, ConnectWise) and ticketing systems.
  • Knowledge of Active Directory, Office 365, Entra ID, and remote desktop tools.
  • Working directly with RMM tools such as NinjaOne, N-Able, Labtech
  • Soft Skills:
  • Excellent verbal and written communication skills, with a customer-first mindset.
  • Strong organizational and multitasking abilities.
  • Analytical problem-solving skills and attention to detail.
  • Education & Certification:
  • Associate degree in IT, Computer Science, or a related field (or equivalent work experience).
  • Certifications such as CompTIA A+, ITIL Foundation, or similar are a plus.


Work Environment:

  • Remote and In-Office Transition:
  • This role will be remote initially, with plans to transition to an in-office setting within 3-6 months. Our office is located in Cool Springs.
  • Candidates should be willing and able to work on-site at the specified location full time.

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