Tier II Helpdesk Technician

About This Role

The Tier II Helpdesk Technician provides the first line of IT support to clients by diagnosing and resolving computer errors, installing software, and providing technical assistance remotely and onsite to ensure client satisfaction in a dynamic IT environment at Pacific Office Automation.

Responsibilities

• Diagnose computer errors and triage to determine the urgency of issues
• Install, configure and upgrade PC software and operating systems
• Facilitate onsite and escalation support activities
• Repair computer hardware, such as keyboards and printers
• Provide technical support over the phone or web to end users/clients
• Use remote support software to take control of end-users computers to troubleshoot, diagnose and resolve issues
• Setup new user and email accounts
• Troubleshoot software, hardware, and network issues
• Document resolution steps for closed tickets and notes for escalations
• Create and maintain documentation about customer networks

Requirements

• 2-4 years of helpdesk experience
• Good understanding of Windows Server environments (SBS, 2003, 2008 R2 & 2012)
• Good knowledge of networking protocols and concepts (VPN, Routing, Ports, TCP/IP, Network analysis tools)
• Knowledge and hands-on experience providing support to users using Windows 7, Windows 8, and other mainstream Microsoft applications
• Excellent communication skills
• Excellent judgment skills

Qualifications

• Associate’s degree (Bachelor’s degree preferred)
• 2-4 years of helpdesk experience or working with a helpdesk or IT provider

Nice to Have

• Bachelor’s degree
• Previous experience in managed IT services
• A+ certification
• Network+ certification
• MCP certification

Skills

* Required skills

Benefits