Desktop Technician (Tier 2)

Business Information Services • New York, NY

84d

About The Position

The Information Technology team supports a global work force. The Onsite, Tier 2 Support Technician will be responsible for providing a complete end-to-end solution for any requests or issues coming into the Help Desk. As a member of the Tier 2 Support (T2) Team you will interface daily with the employees, and the internal technology team. This role requires someone who is outgoing, has excellent communications skills, enjoys working as part of a team, can successfully multi-task, and thrives on solving user's technical issues in a timely manner. In this exciting position, you'll spend a lot of time gaining comprehensive knowledge to the overall enterprise technology environment within the organization and is a great opportunity to expand your technical skill and grow into the next role.

Requirements

• 5+ years of IT knowledge and experience/exposure in the following areas
• Experience with desktop security initiatives
• Experience using desktop management tools (i.e. SCCM, WSUS, LanDesk, etc.)
• Experience with Group Policy and Active Directory management
• Understanding of Cloud services like Azure, G-Suite, O365
• Experience providing Tier 2/3 support
• Demonstrated ability to communicate

Nice To Haves

• Experience with data and analytics
• Process and documentation knowledge
• ITIL Certification
• Technical certifications, for instance A+ Certification, Microsoft Certification (MCP or MD-100 and MD-101)
• Experience with Intune and JAMF
• A team player who can also work independently
• Someone passionate about technology
• A multi-tasker who is effective and patient under pressure
• A problem solver who is able to prioritize
• Experience with remote support tools
• Learning new technologies as they are deployed
• Able to work extended and flexible hours

Responsibilities

• Provide Tier 2 technology support and escalation point for the Tier 1 Help Desk team
• Support mixed Windows 10 and MacOS environment (75% Windows and 25% MacOS)
• Support of VIP staff and Executive Team
• Flexibility to perform other duties as assigned
• Provide regular day-to-day support as needed
• Ticket & queue management using ITSM tool
• Ability to communicate technical problems and solutions to a non-technical user base
• Provide excellent customer service
• Proficient in problem solving
• Potential to lead projects that advance the capabilities of technology team
• Provide ad-hoc off-site support for executive user-base
• Manage software deployments
• User access controls thru Active Directory security groups
• Manage day-to-day administration of critical systems (MFA, Phone System, MDM, O365, Collaboration tools, etc)
• Participate in desktop and laptop hardware lifecycles (replacement planning, imaging, deployment, removal)
• Implementation of security standards on end user endpoints
• Working closely with the IT Security Team to ensure their guidelines are followed on the end user computing environment including software updates, vulnerability patching, etc

What This Job Offers

• Job Type: Full-time
• Industry: Professional, Scientific, and Technical Services