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IT Service Desk Technician II

2 months ago

Indianapolis, United States Exos Talent Full time

What You Will Do

  • This position is responsible for resolving Tier 1 and Tier 2 customer requests via phone,
  • email, ticket entry.
  • Promote a high level of customer satisfaction through proper telephone techniques and
  • respond with the appropriate amount of urgency to user problems.
  • New hire setup and orientation.
  • Assign username, password, and access right permissions for the computer systems and
  • applications.
  • Identify, research, and resolve technical problems
  • Maintain appropriate documentation on procedures, configurations, and equipment
  • inventory.
  • Oversee installation, configuration, administration, maintenance, and support of
  • service/management applications or infrastructure components incorporated at clients
  • existing or future computing infrastructure.
  • Monitor the ongoing operation and perform activities to assist with performance tuning,
  • troubleshooting of hardware, OS, and application issues.
  • Support software/hardware on equipment such as scanners, copiers, printers, monitors,
  • and other peripherals.
  • Network Cabling / Server reboots / general network troubleshoot.
  • Cell phone / MiFi support and upgrades (Verizon and ATT Firstnet)
  • Participates in 24/7 on-call rotation
  • Perform other duties as assigned by management.

What You Have Done

  • Excellent organizational, written, and verbal communication skills.
  • Minimum 5 years experience of Tier 2 desktop support
  • Experience working in Active Directory, User Support and Group Policy support
  • Windows based computer literacy, and familiar with helpdesk procedures.
  • Knowledge of Microsoft Windows based software and troubleshooting techniques.
  • Knowledge of PC hardware installation, troubleshooting, and resolution techniques.
  • Ability to install and deploy Windows based PC's.
  • Possess working knowledge of the Microsoft Office O365 Suite, including: Word, Excel,
  • and PowerPoint.
  • Microsoft Modern Workplace certification is desired.
  • Ability to lift up to 50 lbs