Service Desk Technician II
2 weeks ago
Job Type: Contract to Hire
Location: Tempe, AZ
About the Role:
We are seeking a highly skilled Service Desk Technician II to lead our daily operations, manage the service desk team, and drive continuous improvement with industry best practices. As a key member of our team, you will provide exceptional customer service, troubleshoot complex technical issues, and collaborate with cross-functional teams to ensure seamless service delivery.
Responsibilities:
- Serve as the escalation point for all requests and incidents, assisting team members and clients with issues related to connectivity, access, computer hardware, operating system, and software applications.
- Develop and maintain phone/ticket escalation processes.
- Identify the root cause of healthcare application issues and communicate findings to appropriate teams.
- Support and troubleshoot Windows operating system and applications.
- Review and assess Service Level Agreements (SLAs) to set expectations and measure performance.
- Provide after-hours on-call support as needed.
Requirements:
- 4+ years of experience in an IT support role.
- Experience with help desk ticketing systems and managing ticket queues.
- Freshdesk experience is desirable.
- Proficiency and working knowledge of Active Directory, Exchange mailbox administration, and the ability to write and edit Group Policy Objects.
- Experience with Microsoft Office/Microsoft 365.
- Windows 10 Pro experience.
- Windows server administration experience preferred.
- NinjaOne or SCCM experience.
- Experience with IT Documentation software.
- Experience using system/network monitoring tools.
What We Offer:
As a Service Desk Technician II at Progilisys, you will have the opportunity to work with a talented team, develop your technical skills, and contribute to the success of our organization. We offer a competitive compensation package, comprehensive benefits, and a dynamic work environment.
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