IT Service Desk Tier II

Tri-City Group•Davenport, IA

11d•Onsite

About The Position

Tri-City Group is currently hiring a customer-focused IT Service Desk Tier II Technician to join our team in Davenport, IA. This position provides advanced technical support to our users. Your expertise will help maintain a smooth, efficient IT environment.

Requirements

Proficiency in Windows and macOS operating systems
Strong working knowledge of servers, networking, and Microsoft 365
Familiarity with ITIL processes and incident management tools
Critical thinking & problem solving
Ability to research and solve issues independently
Good interpersonal skills & collaboration
Excellent written and verbal communication skills
Dedication to process improvements
Maintain accurate system documentation
Security awareness and sound technical judgment
Ability to manage multiple environments, tickets, and deadlines simultaneously
Strategic awareness
Minimum of 2-3 years of experience in IT support, with a focus on Tier 2 or advanced technical assistance

Nice To Haves

Degree in Computer Science, Information Technology, or a related field preferred but not required; equivalent hands-on experience in a related role will be considered in its place
Experience working in a SOX-compliant environment
Microsoft, CompTIA, or Cisco certification

Responsibilities

Advanced Troubleshooting: Investigate and resolve complex technical issues escalated from Tier 1 support. This includes hardware, software, network, and application-related problems.
Incident Management: Handle escalated incidents, ensuring timely resolution and adherence to Service Level Agreements (SLAs). Collaborate with other teams when necessary.
User Support: Provide personalized assistance to end-users, addressing their technical queries, concerns, and requests. Offer guidance on best practices and efficient use of IT resources.
Application Support: Assist users with software installations, configurations, and troubleshooting. Familiarity with common business applications (e.g., Microsoft Office Suite) is essential.
Hardware Maintenance: Diagnose and repair hardware issues, including desktops, laptops, printers, and peripherals. Coordinate with vendors for warranty repairs or replacements.
Documentation and Knowledge Base: Contribute to the knowledge base by documenting solutions, workarounds, and troubleshooting steps. Share insights with the team to enhance overall support efficiency.
Remote Support: Provide remote assistance to users across different locations. Proficiency in remote desktop tools and troubleshooting is crucial.
Collaboration: Work closely with other IT departments to ensure seamless service delivery. Participate in cross-functional projects as needed.
Security Awareness: Stay informed about security threats, vulnerabilities, and best practices. Assist in user education related to cybersecurity.
Continuous Improvement: Identify areas for process improvement and contribute to enhancing the overall IT support experience.
Other duties may be assigned, as needed.