Tier 2 Service Desk Specialist

The Service Desk Specialist is responsible for providing technical support to clients by resolving various customer service issues a day. A commitment to excellent customer service is demonstrated by being purpose driven, providing personalized support, and executing with tenacity. This role will be empowered to leverage the organization’s ticketing platform and dashboards to manage your ticket queue and will work in a team environment to enhance your knowledge and that of your teammates. Successful candidates enjoy customer service- oriented support, possess knowledge across a wide range of technical topics, and thrive on finding solutions to technical issues in a fast-paced environment.

Responsibilities

• Provide remote technical support to clients, resolving a variety of customer service issues.
• Handle technical support for both Windows and Mac Operating Systems.
• Manage and troubleshoot Windows Server Operating Systems.
• Assist with desktop applications and encryption technologies such as Bitlocker and Symantec.
• Support Microsoft Active Directory, Remote Desktop Services, and Exchange.
• Create and manage virtual machines on physical servers with virtualization technologies, such as VMWare and Hyper-V.
• Work with backup solutions and applications such as Datto and Veeam.
• Knowledge of network protocols (TCP/IP, DHCP, DNS, etc.).
• Configure and troubleshoot networking components, including switching, routing, and firewalls.
• Use both cybersecurity solution such as OpenDNS and Barracuda to enhance network security and protect against various online threats.

Qualifications

• Strong foundational knowledge of server hardware, server operating systems, and networking.
• Familiarity with Windows and Mac Operating Systems, Windows Server Operating Systems, desktop applications, encryption technologies, Active Directory, and more.
• Clear and coherent in both written, and verbal communication skills to communicate effectively with both colleagues and clients.
• Proficiency in network troubleshooting and an understanding of network topologies are important for resolving technical issues.
• Good interpersonal skills, being patient, professional, and pleasant when dealing with clients, even in stressful situations.
• Strong critical thinking and problem-solving skills are required to find solutions to technical issues efficiently.
• Ability to work with minimal supervision, prioritize tasks, and manage multiple tasks with attention to detail is important.
• Demonstrated maturity in judgment and the ability to provide guidance to others are valuable, especially if you’re in a senior or specialist role.
• Ability to handle stress and pressure consistent with the job duties.

Screening Criteria

• Bachelor’s degree in information technology or a related field.
• At least three (3) to five (5) years of experience in technical support, help desk, or network support positions.
• MUST HAVE STABLE EMPLOYMENT HISTORY.