OH - IT Service Desk Agent II

Viega•Mantua, OH

1d•$24 - $30

About The Position

The IT Service Desk Agent II provides Tier 2 support for information technology issues by answering questions and resolving problems in person, by telephone, or remotely. The role supports Tier 1 teammates with escalated issues, tickets, guidance, and training, and provides technical assistance and training to end users. It also monitors and upgrades existing systems, determines user hardware and software needs, and assists Network and Systems Administrators with projects and implementations. The position handles user-support analysis, troubleshooting, documentation, Active Directory and SAP password tasks, equipment inventory, and daily system and data backup operations. It also installs and performs minor repairs on hardware, software, and peripheral equipment; prepares equipment for employee use; and assists with deployment of server and networking equipment. The role may attend assigned meetings and perform other duties as required.

Requirements

Strong interpersonal and customer service skills.
Ability to work under pressure and meet deadlines in a dynamic, multitasking environment.
Knowledge of Microsoft Windows Server, Microsoft Windows, Microsoft Office, helpdesk ticketing systems, and networking systems.
Demonstrated knowledge of and troubleshooting experience with applications such as Microsoft Word, Excel, Access, Outlook, and web-based applications.
Knowledge of computer and peripheral hardware functions and use.
Knowledge of online monitoring and diagnostic resources.
Excellent verbal and written communication skills and good organizational skills.
Ability to communicate effectively with all levels of the organization and adapt communication to the audience.
Ability to configure Outlook/Exchange and resolve configuration issues involving permissions, views, calendar sharing, email rules, and data migration.
Ability to read and understand technical manuals and procedural documentation.
Experience and proficiency leading and managing projects.
Demonstrated proficiency as a self-motivated professional.
Ability to use discretion when handling confidential data.
Demonstrated ability to understand and follow change-control policies and practices.
Ability to listen, assess, and respond to urgent issues.
Ability to provide superior service, maintain a positive company image and attitude, and go above and beyond to help others regardless of position or department.
Ability to adhere to high quality standards and consistently perform at a high level.
Associate degree in Computer Science, Information Technology, or a related discipline, or an equivalent combination of education, training, and experience.
3–5 years of related IT Service Desk, Desktop Support, or Technical Support experience, including independent troubleshooting and resolution of complex technical issues.
Hands-on experience supporting Microsoft 365, endpoint technologies, identity/access, common business applications, and Apple iOS devices, including iPhone and iPad/tablet environments.
Experience with IT Service Management practices, including Incident Management, Request Fulfillment, Knowledge Management, ticket management, and appropriate escalation procedures.

Nice To Haves

Experience creating technical documentation and knowledge articles.
Experience mentoring or providing technical guidance to less-experienced support personnel.
Industry certifications such as CompTIA A+, CompTIA Network+, Microsoft 365, ITIL, or other relevant technical certifications.

Responsibilities

Mentor, train, and assist Tier 1 Helpdesk Technicians with escalated issues and tickets.
Learn and use Lean Six Sigma as a continuous-improvement methodology to eliminate waste, improve accuracy, and build quality into processes and solutions.
Respond to technical support requests by phone, email, and in person; identify, research, and resolve technical problems; and ensure timely resolution and follow-up.
Provide staff with mentoring and guidance regarding work procedures, technical issues, work priorities, and customer requests.
Diagnose support calls, determine the level of technical assistance required, and escalate issues that cannot be resolved in accordance with established procedures.
Provide support for user IT issues and work with available resources to deliver effective solutions, break/fix support, and problem resolution.
Train users in the proper use of hardware and software.
Document technical and non-technical solutions and processes.
Create, update, and delete Active Directory objects and permissions.
Maintain the IT equipment database.
Assist Network and Systems Administrators with projects and implementations.
Perform Active Directory and SAP password resets as needed.
Complete daily operational tasks related to system and data backups at all facilities.
Install and perform minor repairs on hardware, software, and peripheral equipment according to design or installation specifications.
Set up equipment for employee use, including installing or ensuring installation of cabling, operating systems, and appropriate software.
Assist with deployment of server and networking equipment.
Attend meetings as required or assigned and perform other duties as required or assigned.

Benefits

Medical, telehealth, dental, and vision coverage, including infertility treatment, weight management, and physical therapy.
Wellness program with a wellbeing platform, wellness challenges, WorkLife Navigator services, EAP, and mental health resources.
HSA with company contribution.
Health Care and Dependent Care FSA options.
401(k) plan with up to 7.5% total employer contribution, including an automatic 3% company contribution and a tiered match.
Employer-paid short- and long-term disability coverage.
Employer-paid life and AD&D insurance, with additional voluntary coverage options.
Voluntary legal, accident, critical illness, and hospital indemnity insurance.
Up to $10,000 annually in tuition reimbursement, with an option for fully funded degree programs through Colorado Technical University.
22 days PTO.
9 company holidays plus 2 paid volunteer days.
Professional development opportunities.
Eligibility to participate in a discretionary annual bonus program.