OVERVIEW

The number one goal of everyone in our team is to make our clients exceptionally happy. The Help Desk Technician Level 2 plays an important role in making sure that happens.

The Help Desk Technician Level 2 handles escalated support requests for the Service Delivery Team. They are assigned the support requests that the Junior Helpdesk Technician can’t handle.

When help is needed the Help Desk Technician Level 2 can turn to the Technical Support Lead for guidance and support.

Employment is dependent on a satisfactory background check.

RESPONSIBILITIES & TASKS

CUSTOMER SERVICE:

• Work on and resolve escalated Helpdesk Tickets
• Delight our Clients with a Friendly, Quick and Helpful Experience
• Provide the Client with advanced remote troubleshooting
• Remote Hardware Maintenance and Support

USE OF OUR TICKETING SYSTEM:

• Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
• Managing and recording all work though our Ticketing System
• Make sure that Client Documentation is well maintained
• Split tickets that have several issues into their own individual ticket
• Make sure that tickets aren’t “stale” throughout the process

USE OF OUR MONITORING & MANAGEMENT TOOL:

• Review RMM dashboard and apply remediation actions as indicated by our Processes
• Review regularly scheduled/automated actions as indicated by our Processes

PROJECT WORK:

• From time to time the projects team will need additional resource to help deliver projects either on site or remotely. When opportunities arise the Senior / L2 Engineer may be required to help with project delivery

COMMUNICATION, REPORTING & RISK

• Escalate tickets that require Technical Support Lead support
• Submit Timesheets & Expense reports as indicated on the SOPs
• Identify, Communicate and Mitigate potential risks to the Technical Support Lead and Operations Manager

TEAMWORK:

• Mentor the “Junior” Technical Support Team Members
• Follow the schedule provided by the Technical Support Lead or Operations Manager
• Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
• Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
• Identify opportunities for improvement and make constructive suggestions for change
• Contribute to the process of innovative change effectively
• Undertake other duties as required by the Technical Support Lead or Director of IT

SKILLS AND ATTRIBUTES:

DESIRED

• A love of (and ability to) Solve Problems & Challenges
• Great Communications skills, founded in being a good listener
• Advanced understanding of support tools, techniques and how technology is used to provide services
• Advanced understanding of operating systems, business applications, printing systems and network systems
• Advanced diagnosis skills of technical issues related of end-user hardware & software and network devices
• Advanced experience and knowledge of working with the Microsoft 365 Platform
• Must be able to type quickly and accurately while talking on the phone
• A deep desire to deliver an amazing Client Experience
• Advanced knowledge of IT Applications, Software & Hardware
• The ability to speak both Geek and human
• The ability to keep up with & adapt to the fast-paced IT world

NICE TO HAVE

• Experience using a Ticketing system / RMM Tool and PSA software
• Experience providing support via remote tools
• Experience handling Technical Service Tickets
• Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
• Client Experience Certifications such as Helpdesk Habits etc.
• Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.

Job Type: Full-time

Pay: $19.00 – $22.50 per hour

Expected hours: 40 per week

Benefits: Paid time off

Experience level: 1 year

Schedule: Monday to Friday

Ability to Relocate: Coos Bay, OR: Relocate before starting work (Required)

Work Location: In person