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IT Support Technician, Tier 2

2 months ago

Columbia, South Carolina, United States CRG Full time

Position: IT Help Desk, Tier II

Location: Greensboro, NC (100% Onsite)

Compensation: $50,000

Key Responsibilities:

  • Establish and nurture relationships with users across various locations, including remote and field offices.
  • Respond to incoming support requests through multiple channels such as chat, phone, and email.
  • Document each interaction with sufficient detail to create a comprehensive narrative for future reference in tech support notes and knowledge base.
  • Acquire a robust technical and business comprehension of our location-based applications and mobile resources.
  • Add a personal touch to each support interaction.
  • Conduct incident triage and escalate complex issues to higher-level support specialists.
  • Maintain accountability for incidents until they are resolved or referred for additional investigation.
  • Learn and execute troubleshooting and repair of computer hardware.
  • Develop a solid understanding of company policies, user needs, and operational processes.
  • Collaborate both independently and as part of a team to address technical challenges while sharing insights on recurring issues and best practices.
  • Work with leadership to enhance skill sets and explore career advancement opportunities.

Educational Qualifications:

  • High school diploma or equivalent (Required)
  • Associate degree (Preferred)

Required Skills:

  • Exceptional customer service delivery
  • Strong organizational capabilities
  • Excellent verbal and written communication skills
  • Proficiency in Microsoft Office applications
  • A+ and Network certifications are advantageous

Category Code: JN008