Help Desk Technician, Tier II (56851)
About The Position
The IT Help Desk Tier II Technician is tasked with delivering advanced technical support to our internal staff. They are responsible for effectively troubleshooting and resolving complex software and hardware issues. The Tier II Technician not only assists with network connectivity problems but also offers expertise in managing server configurations, implementing security protocols, and ensuring the optimal performance of systems and applications. Moreover, they play a key role in mentoring Tier I Technicians, sharing their expertise and providing guidance on challenging technical matters. The IT Help Desk Tier II Technician enhances the efficiency and productivity of our internal operations, contributing to the overall success of our organization. Location: This position will be located on-site at Reliable Fire Equipment in Alsip, IL; Reliable is a division of The Hiller Companies, LLC.
Requirements
- Bachelor's degree in computer science or related field preferred.
- CompTIA A+ certification or equivalent experience required.
- 2+ years experience working in a help desk or technical support role.
- Proficiency in Windows operating systems.
- Knowledge of networking concepts and protocols.
- Familiarity with common IT problems and their solutions.
- Knowledge of IT security best practices.
- Awareness of the company's IT policies and procedures.
- Strong problem-solving and analytical skills.
- Excellent communication and interpersonal skills.
- Technical skills to diagnose and fix hardware and software issues.
- Ability to effectively explain technical issues to non-technical staff.
- Customer service skills to provide a positive experience for staff seeking help.
- Ability to manage multiple issues simultaneously.
- Capability to learn new technologies quickly.
- Ability to work under pressure and manage stressful situations.
- Capability to work effectively in a team and collaborate with other departments.
- Ability to work independently and as part of a team.
Nice To Haves
- Tier 2 experience preferred.
Responsibilities
- Respond to incoming support requests in a timely and courteous manner.
- Identify, diagnose, and troubleshoot technical issues with hardware, software, and network systems.
- Document and track all support requests in a help desk ticketing system.
- Escalate complex issues to higher-level support staff as needed.
- Install, configure, and maintain software applications and operating systems.
- Perform regular maintenance tasks on hardware and software systems.
- Provide end-user training on software applications and systems.
- Communicate technical information to non-technical users in a clear and concise manner.
- Ensure that all equipment and software licenses are up-to-date and compliant with organizational policies. Provide Tier II technical support to end-users, troubleshooting hardware and software issues.
- Other duties as assigned.
Benefits
- Competitive compensation package, including pay advancement opportunities for industry certifications and continuing education
- Comprehensive benefits package, including health, dental & vision insurance, retirement plans, company paid & voluntary life insurance, company paid short-term disability, voluntary long-term disability, critical illness & accident insurance and paid time off
- Company-provided training, tools and equipment, including $150 annual boot allowance for employees required to wear safety boots in their jobs
- Career advancement potential within a growing company.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
501-1,000 employees
