Tier 2 Helpdesk Specialist

1 week ago

Olympia, Washington, United States VOLT Management Full time
Tier 2 Helpdesk Job Description

Volt Management is seeking a skilled Tier 2 Helpdesk Technician to join our team in Lewiston, ID.

Key Responsibilities:
  • Provide first-responder customer help desk functionality, receiving, interpreting, and responding to trouble incidents through multiple mediums.
  • Escalate unresolved issues to the next level of support and track, route, and redirect problems to correct resources.
  • Ensure proper recording, documentation, and incident closure, including all successful and unsuccessful decisions made and actions taken through to final resolution.
  • Administer support and troubleshoot various hardware and software issues, including on-the-spot problem solving for end users.
  • Perform remote fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
  • Provide end-user "how to" assistance and perform post-resolution follow-ups as needed.
Requirements:
  • 2+ years of direct experience in an enterprise-sized technical support environment.
  • Strong interpersonal and communication skills.
  • Experience with Active Directory Domain Services to configure users and computers.
  • Preferred experience with Group Policy to configure devices.
  • Prior experience installing, configuring, troubleshooting, and repairing Windows-based computers, including expert knowledge of Windows 7 and 10 within enterprise environments.
  • Familiarity with TCP/IP networking concepts, Internet, and email systems, end-user desktop support, and web servers.
  • Ability to follow technical processes and procedures.
  • Strong documentation skills.
Benefits:

Volt offers benefits (based on eligibility) that include health, dental, vision, term life, short-term disability, AD&D, 401(k), sick time, and other types of paid leaves (as required by law), Employee Assistance Program (EAP).

Volt is an Equal Opportunity Employer and prohibits any kind of unlawful discrimination and harassment.

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