Desktop Tech II
About The Position
The Tier 2 Support Technician is responsible for providing on-site technical support to internal and external customers by resolving complex or escalated technology issues. This role serves as a liaison between customers, departments, and internal teams, helping to lead problem resolution and change management processes,ensuring the daily operation and reliability of applications and hardware, including laptops, desktops, tablets, smartphones, and printers. The work is more technical in nature and may include log analysis, data recovery, and other advanced troubleshooting tasks. This role is hybrid, with regular onsite work required in Jacksonville, FL Work hours are 8-5 hours Monday- Friday
Requirements
- Requires at least 2 years of experience in the field or in a related area
- Expert with a variety of the field's concepts, practices, and procedures
- Prior experience in a similar role with In depth knowledge of troubleshooting complex MS Office 365 issues, and experience with working in a cloud-based environment.
- Experience supporting devices using Microsoft Intune and Windows Autopilot
- Windows OS knowledge (Windows 10 and Windows 11)
- Microsoft Office 365
- Familiar with Apple MAC OS
- Software performance troubleshooting.
- Understanding of the Windows 10/11 Boot process
- Able to troubleshoot VPNs
- Support mobile users for network access, email support, and troubleshooting
- Command Line Tools for diagnosing connectivity issues
- Active Directory knowledge
- Desktop and Laptop hardware knowledge
- Driver Updates/driver issue diagnosis
- Printer hardware knowledge
- Able to use image processes to configure clients' desktops and laptops
- Able to support Outlook client - send/receive email issues
- Able to use remote tools such as RDP, Team Viewer, Windows Assist, LogMeIn
- Mobile Device Management
- Able to use ServiceNow or similar ticketing system
- Event Log diagnosis
- Performs a variety of complicated tasks
- Excellent customer service skills
- A wide degree of creativity and latitude is expected
Nice To Haves
- A+ Certification preferred
Responsibilities
- Ability to multitask and stay calm under pressure, dealing with ongoing problems and deadlines.
- Maintains, analyzes, troubleshoots, and repairs computer systems, hardware, and computer peripherals.
- Ability to troubleshoot system crashes
- Documents, maintains, upgrades, or replaces hardware and software systems.
Benefits
- medical insurance
- dental insurance
- vision insurance
- life insurance
- AD&D insurance
- disability plans
- Employee Assistance Program
- paid holidays (up to 12 days annually)
- paid time off (minimum of 10 days annually, which increases with seniority level)
- paid parental leave (minimum of 10 days annually)
- 401(k)
- FSA/HSA pre-tax benefits
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Industry
Professional, Scientific, and Technical Services
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
