Advanced Service Desk Technician

RJ Young•Madison, AL

13d

About The Position

The Advanced Service Desk Technician acts as a tier-2 resource for escalated service issues requiring advanced experience or knowledge, or additional time to resolve. The technician coordinates with vendors as needed, facilitates scheduled calls with third parties, and is likely to be deployed for field service calls. They also assist other support tiers as requested and as time allows. The role provides technical support by phone, email, remotely, and onsite, with detailed support for hardware, networking, and application issues. The technician documents work, manages client expectations, collaborates with team members and client contacts, and provides proactive support based on ticket and support trends. The role operates in professional office environments at RJ Young and client locations and involves limited driving-distance travel within the Velocity1 footprint, with occasional overnight travel possible. This is a full-time position, normally 40 hours per week. An after-hours on-call rotation may be required. Occasional weekend or evening work is required for some projects to avoid conflicting with clients’ office schedules. Applicants must be United States citizens.

Requirements

High school diploma.
Understanding of technology configurations and installation/project experience.
At least 2 years of experience working on a service desk or in a similar role.
Must be a United States citizen.
Willingness to participate in an after-hours on-call rotation as required.
Occasional weekend or evening work may be required for some projects.
Ability to travel within drivable distances for daily responsibilities; occasional overnight travel may be required.
Ability to sit for prolonged periods and perform some bending, stooping, and stretching.
Ability to lift IT-related items for client support, projects, or implementation.

Nice To Haves

CompTIA A+ certification.
CompTIA Network+ certification.
Previous experience with a support or ticketing tool.
Previous experience working in a technical support capacity with clients.

Responsibilities

Receive technical escalation tickets and prioritize the client experience.
Provide technical support to users by phone, email, remotely, or onsite.
Provide high-level and detailed support for hardware, networking, and application issues; escalate complex problems to appropriate groups as needed.
Create, update, and maintain documentation and notes in appropriate system locations.
Provide proactive suggestions as technologies evolve.
Manage client expectations and provide excellent customer service.
Work with team members to prioritize critical issues.
Collaborate with team members and client contacts on project-related work.
Provide proactive support based on ticket and support trends.
Provide onsite client support as needed.
Coordinate with vendors and facilitate scheduled calls with third parties.
Assist other support tiers as requested and as time allows.