Technical Support, Lead Associate
About The Position
Position Overview The Tier 2 Service Desk Technician provides advanced technical support to end users, resolving issues that require deeper expertise than Tier 1 can provide. This role focuses on deskside support, hardware troubleshooting, software assistance, and network problem resolution. The technician will work closely with internal teams to ensure timely and effective issue resolution while maintaining a high standard of customer service. Key Responsibilities Provide deskside support for PC hardware, peripherals, printers, and related equipment Troubleshoot and resolve issues with Windows operating systems and Microsoft Office applications Support mobile devices, including iPads and iPhones, with configuration, connectivity, and application issues Diagnose and resolve intermediate to advanced network connectivity problems Handle and resolve incidents escalated from the Tier 1 Service Desk Document troubleshooting steps, resolutions, and recommendations in the ticketing system Collaborate with IT staff to identify recurring issues and recommend long term solutions Maintain a strong customer service focus while working directly with end users Assist with hardware deployments, upgrades, and system imaging as needed
Requirements
- 5 years with BS/BA; 3 years with MS/MA; 0 years with PhD, 9 years with a HS Diploma
- Strong technical troubleshooting and problem solving skills
- Experience supporting Windows environments and Microsoft Office applications
- Hands-on experience with PC hardware repair and peripheral device support
- Familiarity with iOS devices (iPad/iPhone) and mobile device management basics
- Excellent communication and customer service skills
- PC hardware certification such as CompTIA A+
- Experience with network troubleshooting (LAN/WAN, TCP/IP, Wi-Fi)
- Prior Tier 2 or advanced technical support experience
- Ability to obtain and maintain a Department of Energy (DOE) security clearance
- Must be a US Citizen
- Ability to lift and move computer equipment as needed
- Willingness to work on-site and respond to deskside support requests
- Strong attention to detail and ability to follow established procedures
Responsibilities
- Provide deskside support for PC hardware, peripherals, printers, and related equipment
- Troubleshoot and resolve issues with Windows operating systems and Microsoft Office applications
- Support mobile devices, including iPads and iPhones, with configuration, connectivity, and application issues
- Diagnose and resolve intermediate to advanced network connectivity problems
- Handle and resolve incidents escalated from the Tier 1 Service Desk
- Document troubleshooting steps, resolutions, and recommendations in the ticketing system
- Collaborate with IT staff to identify recurring issues and recommend long term solutions
- Maintain a strong customer service focus while working directly with end users
- Assist with hardware deployments, upgrades, and system imaging as needed
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
