IT Support Tier 2
About The Position
HFI Management (HFIM) is currently seeking a I.T. Support Tech - Tier 2 that will provide Tier 1 and Tier 2 technical support for computers, networks, phones, and other technology throughout the enterprise. Support is delivered via help desk, remote access, phone, and in person. This role focuses on diagnosing and resolving basic to mid-level technical issues and escalating complex problems as appropriate. HFIM is the administrative and sales support division of the Brad Hall family of companies. HFIM supports companies in fuel and lube distribution, propane sales, retail fuel stations, oil field services farming, fuel transportation and other industries. The family of Companies does business in the Western United States and supplies to over 40 states. The I.T. Support Tech - Tier 2 will primarily be focused on: Hardware & Software Support Provide Tier 1 and Tier 2 technical support for end users by analyzing, troubleshooting, and resolving hardware, software, and basic network issues. Set up and configure computers, user accounts, printers, email, phones, headsets, and other end-user equipment. Diagnose and resolve mid-level computer and third-party software issues, including Microsoft 365 applications. Identify, troubleshoot, and resolve basic network and connectivity issues. Manage mobile devices such as tablets and cell phones using MDM tools as needed. Recognize issues requiring escalation and coordinate with Tier 3 support for resolution. Administrative & Team Support Document all support requests, troubleshooting steps, and resolutions in the ticketing system. Assist Tier 1 support staff by handling overflow requests and mentoring as needed. Act as a liaison between users and Tier 3 support during escalations. Assist the I.T. Manager with asset tracking and inventory management. Support security initiatives by assisting with deployment of cybersecurity tools and monitoring alerts. Perform additional job-related duties as assigned by the I.T. Manager.
Requirements
- Minimum 2 years of technical support experience.
- Experience supporting Microsoft Office / Microsoft 365 environments.
- Basic understanding of networking concepts, Wi-Fi, and wired connectivity.
- Strong troubleshooting, communication, and customer service skills.
- Ability to document technical issues clearly and accurately.
- Ability to multitask and support multiple departments and leadership teams.
Responsibilities
- Provide Tier 1 and Tier 2 technical support for end users by analyzing, troubleshooting, and resolving hardware, software, and basic network issues.
- Set up and configure computers, user accounts, printers, email, phones, headsets, and other end-user equipment.
- Diagnose and resolve mid-level computer and third-party software issues, including Microsoft 365 applications.
- Identify, troubleshoot, and resolve basic network and connectivity issues.
- Manage mobile devices such as tablets and cell phones using MDM tools as needed.
- Recognize issues requiring escalation and coordinate with Tier 3 support for resolution.
- Document all support requests, troubleshooting steps, and resolutions in the ticketing system.
- Assist Tier 1 support staff by handling overflow requests and mentoring as needed.
- Act as a liaison between users and Tier 3 support during escalations.
- Assist the I.T. Manager with asset tracking and inventory management.
- Support security initiatives by assisting with deployment of cybersecurity tools and monitoring alerts.
- Perform additional job-related duties as assigned by the I.T. Manager.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
