ICM Technical Support Desk Level 2

4 days ago

Salt Lake City, United States Wheeler Machinery Company Full time

ICM Technical Support Desk Level 2

Salt Lake City, UT

Job Type

Full-time

Description

Description

The Technical Support Desk Level 2 role provides advanced technical support to end-users, ensuring the effective resolution of complex IT issues. This position involves troubleshooting, diagnosing, and resolving hardware and software problems. The Technical Support Desk Level 2 will ensure a high level of customer satisfaction by delivering efficient and effective technical assistance.

Duties and Responsibilities

Advanced Technical Support:

· Provide second-level support for complex technical issues.

· Troubleshoot, diagnose, and resolve hardware, software, and network issues.

· Assist end-users with advanced technical problems and provide detailed solutions.

System Maintenance and Troubleshooting:

· Perform system maintenance tasks, including updates and patches.

· Monitor system performance and proactively address potential issues.

Documentation and Knowledge Management:

· Create and maintain detailed documentation for support processes, procedures, and solutions.

· Develop and update knowledge base articles to assist end-users and support staff.

· Ensure accurate and timely documentation of support activities in the ticketing system.

· Generate regular reports on common issues and support trends for review.

Customer Service and Communication:

· Ensure high levels of customer satisfaction by delivering exceptional support services.

· Communicate effectively with end-users, providing clear and concise information.

· Handle escalated support requests with professionalism and urgency.

· Deliver excellent customer service by maintaining a friendly and professional demeanor.

· Follow up with end-users to ensure issues are resolved satisfactorily.

Collaboration and Coordination:

· Coordinate with external vendors for additional support and resources as needed.

· Participate in cross-functional projects and initiatives to enhance IT services.

Computer Configuration:

· Setup computers that require basic configuration.

Mobile Devices:

· Order and setup mobile devices.

· Work with end users to keep devices up-to-date and checking into the system.

Inventory:

· Order inventory items and keep stocking levels up to date.

Continuous Improvement:

· Identify opportunities to improve support processes and implement best practices.

· Stay current with industry trends and emerging technologies to enhance support capabilities.

· Contribute to the development and implementation of support strategies and initiatives.

Compliance and Security:

· Adhere to organizational policies, procedures, and security protocols.

· Ensure the confidentiality and integrity of sensitive information.

Performs all other duties as assigned.

Qualifications

Education:

· Associate or bachelor’s degree in information technology, Computer Science, or a related field.

Experience:

· Minimum of 3 years of experience in technical support or a related IT role.

· Proven experience in troubleshooting and resolving complex technical issues.

· Experience with system maintenance, updates, and performance monitoring.

Skills and Competencies:

· Strong technical troubleshooting and problem-solving skills.

· Excellent customer service and communication abilities.

· Strong organizational skills and attention to detail.

· Ability to work independently and as part of a team.

Technical Skills:

· Proficiency in common operating systems (Windows, macOS).

· Experience with IT service management (ITSM) tools and ticketing systems.

· Knowledge of cybersecurity principles and best practices.

Certification (Preferred):

Relevant certifications such as CompTIA ITFA+, CompTIA A+, and/or Microsoft Certified: Modern Desktop Administrator.

Additional certifications in specific technologies or platforms are a plus

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c).

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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