Job SummaryWe are seeking a highly motivated and customer-focused Level 2 Helpdesk Support Specialist to join our Technology Services team. The ideal candidate will have excellent people and communication skills and a strong technical background. This role will be required to be in the office 4 days per week.ResponsibilitiesRespond to and resolve customer inquiries and issues via phone, email, and in-personHandle escalations from Level 1 support and provide technical assistance to customers and end-usersDocument customer interactions and issues in our ticketing systemEscalate and forward more complex issues to the appropriate IT teamProvide exceptional customer service and maintain a positive attitude in a timely and professional mannerIdentify and recommend solutions to improve customer satisfaction and reduce support callsCollaborate with other teams to resolve complex issues and implement new systems and technologiesCreate and maintain support documentationMonitoring systems and processesAdministering users in Active Directory and applicationsCoordinating with vendors to purchase, deploy, and RMA hardwareInstructing users on technology best practicesQualifications4-6 years of experience in Desktop supportThe successful candidate must be a team player with strong customer service and communication skillsStrong Technical Knowledge OfMicrosoft WindowsPC applications, including Office 365Network connectivity, including Wi-FiMobile devices and associated appsLaptop PCs, iPhones, iPadsCollaboration and meeting room technologyZoom and Microsoft Teams meetingsMeeting room video conferencingVPN and Citrix remote accessVOIP telephonesStrong technical skills and knowledge of hardware, software, and network systemsDeep understanding of the Windows operating system is a plusApplication packaging experience is a plusStrong understanding of help desk functions and technical support experienceStrong knowledge of desktop/laptop hardware and BIOS upgradesStrong knowledge of Windows 10, Windows 11, iPhones, iOS and general productivity applicationsNetworking knowledge (TCP/IP, DHCP, DNS, Wireless)Must be able to lift desktops, laptops, monitors, printers, and other IT-related equipmentKnowledge and understanding of Microsoft Active DirectoryPersonal AttributesExcellent people and communication skills and a passion for exceptional customer serviceExcellent analytical and problem-solving skillsFlexibility working in a fast-paced, high-expectations environmentAbility to work well under pressure and handle multiple tasks simultaneouslyWorking independently and as a member of a worldwide support teamExcellent analytical and problem-solving skillsExcellent listening, interpersonal, written, and oral communication skillsPays extreme attention to detailsHighly self-motivated and passionate about technology and peopleAbility to prioritize and manage time effectivelyEager to learn new technologies and applications, and ability to absorb new topics quicklyEducationA Bachelors degree in Computer Science, Management Information Systems, or a related field (and/or equivalent experience).IT certifications a plus (ex. CompTIA A+, CompTIA Network+, Microsoft MTA, etc.)
