Tier 1 Technician Level 2

Sharp Solutions•Denver, CO

About The Position

The Tier 1 Technician Level 2 provides technical support to users by logging and managing incidents, troubleshooting hardware and software, and resolving issues by phone, email, remote desktop, and on site. The role supports Windows computers and laptops, Apple devices, mobile devices, applications, peripherals, printers, and local network connectivity. The technician also assists with user account administration, software installation and upgrades, customer training, and service-request documentation, escalating problems to systems engineers or other appropriate staff when needed.

Requirements

Familiarity with trouble-ticketing systems such as Footprints or Remedy.

Responsibilities

Enter and manage technical support incidents in a ticketing system.
Troubleshoot, identify, and resolve problems, escalating issues to appropriate systems engineers when needed.
Resolve Tier 2 support issues by phone, email, remote desktop, and on site, using tools such as Microsoft Remote Desktop and Bomgar.
Resolve issues and maintain customer contacts according to specified service levels.
Train customer support personnel to maintain and resolve issues involving Active Directory, password resets, iOS and Android mobile device management, and network connectivity.
Maintain and resolve issues involving desktop and laptop computers, client software, peripherals, printers, and local networks; provide on-site support and training.
Assist end users with applications running on Windows 7, Windows 10, and future versions of Microsoft Windows, as well as Apple devices.
Assist customers with routine application questions and resolve issues involving Microsoft Office Suite, Google Mail, Calendar, and Drive.
Install software on laptops and desktops.
Troubleshoot software and hardware problems, resolving routine calls by telephone and more complex problems within the Help Desk staff.
Add and delete user accounts and maintain groups as required.
Log and report each service request and problem report using a trouble-ticketing system such as Footprints or Remedy.
Assist with mobile device management service activation, general troubleshooting, and device wiping.
Troubleshoot local and network printer issues.
Manually scan desktops and laptops for antivirus issues after notification of a malicious incident.
Test client-provided software upgrades, provide user upgrade plans, schedule upgrades with users, and conduct the upgrades.
Notify the client of unresolved user problems, outstanding trouble calls, or other areas of concern.
Perform other duties as assigned.