Tier II User Support Technician

Sentrillion•Sierra Vista, AZ

23d•Onsite

About The Position

Join Sentrillion as a Tier II User Support Technician, where you will play a crucial role in providing technical support to a diverse range of stakeholders including customers, maintenance technicians, technical trainers, engineering personnel, and more. Your responsibilities will involve ensuring the smooth installation, maintenance, and repair of electrical cabling, infrastructure, equipment, and control systems. Your expertise and dedication to excellence will be vital in delivering top-notch service and solutions to meet the needs of our clients.

Requirements

High school diploma or equivalent experience is required.
1-3 years of relevant help desk or user support experience is required.
Proficiency in computer peripherals, hardware, and software is essential, as is the ability to troubleshoot a variety of computer issues.
Additionally, you must have the capacity to obtain and maintain necessary government-issued security clearances.
Strong detail-oriented skills; able to multi-task and change priorities quickly.
Must be able to use Microsoft Windows and Office platforms.
Ability to work designated schedule which includes weekends and Holidays as well as maintain attendance and punctuality.
Valid driver's license; ability to meet Sentrillion Safe Driving Requirements.

Responsibilities

Open, update, and close maintenance records in the Nationwide Operations Resource Management Ticket system; document all actions taken to resolve issues.
Create, update, and close trouble ticket records in the Nationwide Operations Resource Management Ticket System; document all actions taken to resolve issues.
Provide telephonic technical assistance and support.
Assign trouble tickets to appropriate maintenance personnel.
Monitor and report status of open trouble tickets.
Provide after-hours on-call telephonic technical support according to published schedule.
Remotely install software and device drivers on computers.
Remotely troubleshoot computer operating systems for hardware and software problems.