Service Desk Technician Tier Two

2 weeks ago


Annapolis, Maryland, United States International Computer Sciences Inc Full time
Job Overview

At International Computer Sciences Inc, we are committed to delivering exceptional IT services to our clients. We are seeking a highly motivated and experienced Service Desk Technician to join our team.

Key Responsibilities
  • Provide first-class technical support to end-users via remote, on-site, and telephone-based services.
  • Manage technical queries from clients, ensuring all queries are handled in line with Service Level Agreements.
  • Maintain relationships with clients to ensure effective two-way communication.
  • Set up, configure, and support PCs, laptops, and networks.
  • Maintain all systems, applications, security, and network configurations.
  • Troubleshoot network performance issues.
  • Work on upgrades, patches, and equipment.
  • Provide technical support and guidance to users.
Requirements
  • Excellent verbal, written, and interpersonal communication skills.
  • Hands-on experience with Router, Switches, Servers, and Desktops configuration and deployment.
  • Windows Server (2012, 2016, 2019, 2022) / Active Directory.
  • Windows Client (7 through 11).
  • Client / Server Networking.
  • Office 365 / Google Workspace.
  • ConnectWise Automate / PSA.
  • Datto, Veeam Backup, Intronis, Synology NAS equipment or similar.
  • SonicWall, Cisco Meraki, Fortinet.
  • Ubiquiti, Cisco Meraki.
  • Sentinel One, Avanan, Blumira.
  • Experience using ITGlue or similar documentation platform.
Qualifications
  • 3-5 years of IT experience.
  • Microsoft Certifications (preferred).
  • Highly self-motivated individual.
  • Ability to work independently and in a team environment.
  • Ability to handle multiple tasks while prioritizing and delivering results on time.
  • Excellent verbal and written communication skills.
  • Ability to think strategically with technical vision.
  • Attention to detail along with a commitment to quality and confidentiality.
  • Exceptional customer service skills, and a positive 'can-do' attitude.
  • Must be accessible by phone or email outside normal business hours during on-call rotation.
  • A sense of urgency and a commitment to timely completion of tasks and projects.


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