Lvl 2 - Service Desk

 

Title: Tier II Service Desk

Location: Fully Remote

Duration: Long Term Contract

Work Requirements: US Citizen, Green Card Holders or Authorized to Work in the U.S.

 

Job Description:

This position will utilize TeamViewer to deliver remote user support services and work with the Ivanti ticketing system to address Incidents/Service Requests. Teammates will answer technical support calls, work/prioritize tickets accordingly, and collaborate and work with other staff and vendor support resources to resolve issues. All candidates must be energetic and focused with a strong motivation to learn innovative technologies and processes.

 

The Service Desk (Level 2) teammate should possess advanced technical acumen with the ability to quickly pick up new skills and knowledge (i.e. product and inner working of software and hardware). Candidates should possess the ability and desire to apply learnings gleaned from technical training. This position requires strong attention to detail, dedication, persistence, follow-up, effective utilization of provided resources and OBSESSIVE customer service.

 

Responsibilities:

Ensure Technology Standards are Met: Ensure that architecture principles and technology standards are consistently applied and updated as appropriate

Collaborate with System Administrators: Confer with database programmers, analysts or other system administrators as needed

Supporting Management with IT Requests: Assist management team with IT related requests and potential new implementations

Research IT Services/Vendors (as needed): Explore and evaluate new and existing services and vendors with management regarding cost containment

Maintain Business Software Applications: Install and monitor software updates; Test, validate and install operating system and application security/performance patches

Write/Review SOPs: Use logic and rigorous troubleshooting methodology to solve difficult problems with effective solutions; Utilize learning opportunities and share with others; Create SOPs for sharing with the team, as applicable

Handle Alarm Response Raised by IT Monitoring Tools (as needed): Review possible additional devices/service into monitoring tool

Address Escalations: Assist Level 1 Service Desk with issue resolution when they are unable to identify solutions

Coach and Mentor Peers: Willing to teach, train and mentor Level 1 Service Desk team as they expand their careers

On Call Schedule – 1-2x a month

Additional responsibilities as assigned Competencies: Core Competencies:

Teamwork – Builds strong relationships and works collaboratively with others to meet shared goals; Strengthens relationships by promoting mutual trust and supporting teammates.

Accountability – Holds self and others accountable to meet and exceed commitments; Focuses on quality results, monitors progress, learns from mistakes, and strives for improvement.

Results Driven – Can be counted on to drive pace to achieve results and consistently meet or exceed expectations; Executes priorities with a focus on critical work to achieve targeted goals.

Sound Judgment – Makes good decisions by analyzing the situation, leveraging experience, and using available information; Objectively evaluates problems, discovers root causes, and works toward timely resolution.

Customer Focus – Maintains a relentless focus on customers and is committed to the continuous improvement of services; Keeps internal and external customers in mind at all times and strives to proactively address customer concerns and needs.

 

Requirements:

Provide executive "white-glove” level technical customer support (including senior management)

Highly skilled in providing remote technical support to users with limited knowledge of technology

7+ years of helpdesk experience troubleshooting o Windows Desktop OS (8,10) o Windows Server (12+) o Remote support o Printer troubleshooting o Remote drive o End user application support

2+ year MDM/Android & iOS mobile familiarity/Intune knowledge

1+ year experience SCCM/SCOM or other Enterprise Management platforms (Ex: Ivanti EPM/EM)

Technical knowledge of Windows desktop & laptop hardware in a business environment

Working understanding of computer networking o DNS, DHCP, FTP, ICMP, TCP/UDP

5+ years of Active Directory/DFS support

3+ years of Exchange and/or Office 365 support

CompTIA A+ certification required

Microsoft certifications (Server, desktop, back office)

Software package deployments; create EPM, create Intune / update

2+ years of experience with patching desktops/laptops

2+ years of experience monitoring computer system backups and reviewing back-up reports

Experience with building workflows in other ticket management tools

Working understanding of ITIL fundamentals

 

 

Our benefits package includes:

Competitive weekly pay!

Potential opportunities for overtime

Opportunities to get OSHA 10 certified

Earn money for referrals! Ask your recruiter to learn more.

Comprehensive medical benefits

Dental, vision benefits

401(k) retirement plan

…and much more!

 

About INSPYR Solutions

Technology is our focus and quality is our commitment. As a national expert in delivering flexible technology and talent solutions, we strategically align industry and technical expertise with our clients’ business objectives and cultural needs. Our solutions are tailored to each client and include a wide variety of professional services, project, and talent solutions. By always striving for excellence and focusing on the human aspect of our business, we work seamlessly with our talent and clients to match the right solutions to the right opportunities. Learn more about us at (url removed).

INSPYR Solutions provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, INSPYR Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.