Our client is seeking a Tier II Help Desk Technician who will provide advanced technical support and systems administration. The role focuses on resolving complex technical issues, ensuring exceptional customer service, and maintaining IT systems effectively. The technician will work closely with the Service Manager and collaborate with team members to enhance service delivery and customer satisfaction. This opportunity is located in Frisco, TX!
Duties:
Provide first and second level support for service requests related to workstations, servers, printers, networks, and vendor-specific hardware and software
Handle IT support relating to technical issues for Microsoft's core business applications and operating systems
Support and implement disaster recovery solutions
Manage intermediate technical support for WAN/LAN connectivity, routers, firewalls, and security
Implement and support remote access solutions (Microsoft Azure, AWS, VPN, Terminal Services, Citrix)
Monitor and respond to alerts and notifications from the remote monitoring and management system through service tickets
Maintain and review system documentation in HaloPSA
Communicate effectively and professionally with customers regarding incident progress, changes, and outages
Collaborate with the Service Desk Dispatcher to route requests efficiently
Escalate complex service requests to engineer-level support
Track time and expenses in ConnectWise
Complete assigned training materials in HaloPSA
Document all work in service tickets using HaloPSA
Desired Skills/Experience:
5+ years of helpdesk and deskside support experience required
Ability to provide "white glove" customer service
Abbility to be adaptable, work autonomously, take charge, and push outside a "check a box" mentality
Ticketing system experience
Advanced understanding of operating systems, business applications, printing systems, and network systems
Impeccable professional interpersonal and communication skills including telephone, written, listening, and customer care
Excellent problem-solving and diagnostic abilities
Ability to multi-task and adapt quickly in a fast-paced environment
In-depth knowledge of support tools and techniques with the ability to match resources to technical issues appropriately
Proficiency in typing and accurate entry of service request details
Self-motivated with a strong work ethic
Familiarity with HaloPSA and ConnectWise
Experience working at a managed service provider is highly desirable