IT Service Desk Tier 2 (Hybrid)
About The Position
The IT Service Desk Support role focuses on providing remote technical support to our 1000+ associates, ensuring timely resolution of IT requests (incidents and service requests). This position works closely with the Field Support team by managing escalations, troubleshooting advanced issues, and maintaining seamless IT operations. While the role is primarily remote, occasional on-site visits may be required to address specific technical needs or assist with hands-on tasks at company locations. Because of the potential for occasional on-site support, candidates must reside within normal commuting distance of our offices in either Central Ohio, Central New York, or Indianapolis Metro area. The IT Service Desk Support handles a variety of technical tasks, including software installations, system diagnostics, and resolving connectivity issues, while working collaboratively with the IT team to improve service delivery. This role requires excellent problem-solving skills, a strong customer service focus, and the ability to manage multiple tasks effectively in a fast-paced environment.
Requirements
- Technical Proficiency: Strong knowledge of Windows operating systems, Office 365, Azure AD, On-Prem Active Directory, and Windows 10/11.
- Proficiency with IT Service Management tools and ticketing systems.
- Experience in remote troubleshooting of hardware, software, and network issues.
- Communication & Collaboration: Excellent written and verbal communication skills.
- Ability to work collaboratively with the Field Support team and other IT teams in a customer-focused environment.
- Customer Focus: Dedication to providing excellent customer service with empathy and professionalism.
- Strong ability to translate technical information into easy-to-understand language for non-technical users.
- Problem-Solving Ability: Strong analytical and reasoning skills to diagnose and resolve complex technical problems remotely.
- Ability to recognize recurring issues and propose enhancements to improve system performance and end-user experience.
Responsibilities
- Respond to requests for technical assistance via phone, chat, or email.
- Diagnose and resolve technical issues remotely, escalating to the Field Support or other IT teams as needed.
- Collaborate with the Field Support team to address escalated issues and ensure seamless handoffs for on-site troubleshooting.
- Provide occasional on-site support for tasks requiring additional physical presence.
- Document all customer interactions and resolutions in the ticketing system with accuracy and clarity.
- Provide proactive communication and updates to associates regarding the status of their requests.
- Manage IT assets and ensure proper deployment of software and updates across remote systems.
- Identify trends in support issues and recommend long-term solutions and system enhancements.
- Maintain and update the knowledge base by creating clear, concise documentation for common issues and solutions.
- Follow ITIL best practices and contribute to improving remote support processes.
- Support IT service continuity by participating in business continuity planning and testing.
Benefits
- Beyond competitive compensation, our well-rounded benefits package includes a range of comprehensive medical, dental and vision plans, HSA / FSA, 401(k) matching, an Employee Assistance Program (EAP) and more.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
