OH - IT Service Desk Agent II

Viega Group•Mantua OH, OH

17h

About The Position

The IT Service Desk Agent II provides Tier 2 support for information technology issues by responding in person, by telephone, email, or remotely. The role resolves user problems, assists Tier 1 teammates with escalated issues, tickets, procedures, and training, and provides technical assistance to end users. It also monitors and upgrades systems, determines hardware and software specifications, supports Network and Systems Administrators on projects, and performs daily operational tasks related to system and data backups at all facilities. The position supports users across IT-related issues, documents technical and non-technical solutions, manages Active Directory objects and permissions, maintains the IT equipment database, and performs Active Directory and SAP password resets. It installs and performs minor repairs on hardware, software, and peripheral equipment; prepares equipment for employee use; and assists with server and networking equipment deployments. The role also promotes continuous improvement using Lean Six Sigma and performs other assigned duties.

Requirements

Strong interpersonal and customer service skills.
Ability to work under pressure and meet deadlines in a dynamic, multitasking environment.
Knowledge of computer solutions including Microsoft Windows Server, Microsoft Windows, Microsoft Office, helpdesk ticketing systems, and networking systems.
Demonstrated knowledge of using and troubleshooting 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 appropriately with all levels of the organization and adapt communication to the audience.
Ability to configure Outlook/Exchange and troubleshoot 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 attitude, and support people across positions and departments.
Ability to adhere to high quality standards and perform at a consistently high level.
Associate degree in Computer Science, Information Technology, or a related discipline preferred; equivalent education, training, and experience will be considered.
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 and 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.
Experience creating technical documentation and knowledge articles.

Nice To Haves

Associate degree in Computer Science, Information Technology, or a related discipline.
Experience mentoring or providing technical guidance to less-experienced support personnel.
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.
Respond to telephone calls, emails, and personnel requests for technical support; identify, research, and resolve technical problems, ensuring timely resolution and follow-up.
Provide guidance to staff on work procedures, technical issues, priorities, and customer requests.
Diagnose support calls, determine the level of assistance required, and escalate unresolved problems according to procedures.
Provide support for user IT issues and use available resources to deliver effective break/fix and problem-resolution solutions.
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.
Perform daily operational tasks related to system and data backups at all facilities.
Install and perform minor repairs on hardware, software, and peripheral equipment in accordance with specifications.
Set up equipment for employee use, including installation of cable, operating systems, and appropriate software.
Assist with deployment of server and networking equipment.
Learn and use Lean Six Sigma as a continuous-improvement methodology to eliminate waste and improve accuracy and quality.
Attend required or assigned meetings and perform other assigned duties.

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.
Tuition reimbursement up to $10,000 annually, with an option for fully funded degree programs through Colorado Technical University.
22 days of PTO.
9 company holidays plus 2 paid volunteer days.
Professional development opportunities.
Eligible to participate in a discretionary annual bonus program.