IT Infrastructure L2 Support/Major Incident Manage at The Judge Group Inc. in Chicago, Illinois

Job Description:

Location: REMOTE

Salary: $20.00 USD Hourly - $25.00 USD Hourly

Description: Our client is currently seeking a IT Infrastructure L2 Support/Major Incident Manage
**This is a fully remote opportunity! Must be able to work on W2**


This job will have the following responsibilities:

• Provide Tier 2 support primarily, and Tier 1 support as needed.


• Receive and respond to user requests, providing technical support.


• Coordinate and address all levels of technical questions from users.


• Document user requests and enter status data into the Help Desk application.


• Maintain effective communication with end-users throughout the lifecycle of their issue or service request.


• Maintain physical and logical security accounts for assigned systems.


• Monitor and resolve entry-level issues related to systems, network, and security.


• Provide basic training to users on new company-provided product releases and new products.


• Leverage best practices, common IT solutions, and innovative technologies across the enterprise.


• Ensure continued performance readiness and development of technical resources.


• Manage the lifecycle of major incidents, including level 1 escalation.


• Document restoration steps and provide formal incident review write-ups upon service restoration.


• Govern Problem Management processes.


• Handle after-hours on-call responsibilities.


• Perform special assignments or tasks as assigned by the supervisor.

Qualifications & Requirements:

• Minimum of two years of service desk or desktop technician experience.


• High School Diploma or equivalent required.


• Intermediate-level computer skills.
  
  


• Strong decision-making, analytical, problem-solving, and interpersonal skills.


• Ability to perform basic mathematical calculations.
  
  


• Excellent interpersonal skills with effective written and verbal communication.
  
  
• Previous experience with ITIL processes, managing major incidents, sending company-wide communications, escalating issues to management, and documenting progress on technical bridges.


• Strong time management and collaboration skills.


• Problem Management experience is a plus


• Special training in A+, Network+, MCDST, MCP, ITIL, and HDI preferred.

Contact: valonzo@judge.com


This job and many more are available through The Judge Group. Find us on the web at www.judge.com Apply Now