Tier 2 Help Desk Technician
Bytagig LLC
Portland, Oregon
help desk
technician
technician
helpdesk
setup
maintenance
monitoring
tools
education
high school
driver's license
help desk
intermediate
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November 13, 2022
Bytagig LLC
Portland, Oregon
FULL_TIME
The Tier 2 Help Desk Technician handles intermediate level or advanced level IT support requests that come in from our Clients. The Tier II Helpdesk Technician is responsible for proactive maintenance and monitoring using advanced tools and solutions.
Responsibilities
Delight our Clients with a Friendly, Quick and Helpful Experience
From time to time the projects team will need additional resource to help deliver projects either on site or remotely. When opportunities arise the Technician may be required to help with project delivery
Manages and monitors problem tickets, analyze incidents and determine support required.
Applies diagnostic techniques to identify problem, investigate cause and recommend solution.
Documents IT requests in tracking system, record actions and follow up on deferred action.
Keeps customers informed of progress and status of calls/tickets throughout resolution.
Collaborates with customers and co-workers to diagnose and resolve problems.
Troubleshoots, analyzes, resolves, tracks, escalates and documents technical problems.
Resolves incidents on first contact when possible using the supported remote desktop control application as appropriate.
The ability to speak both Geek and human
Troubleshoots systems and errors, as issue is identified is responsible for implementing solutions.
Trains users on proper use of hardware and software.
Handles Firewall Setup, Wired Network Setup, Wireless Network Setup and Access Points
Proactive maintenance and monitoring using advanced tools and solutions
Escalates issues to Tier III helpdesk to resolve issues outside of scope or knowledge base.
Provides onsite user support at client sites as needed.
Deploys laptops and desktops in various client environments.
Maintains system capabilities by testing existing equipment and programs.
All other duties as assigned.
Education and Experience:
High school diploma or GED.
Proven ability to manage a flexible schedule.
3+ years' experience working for an MSP at Tier I or Tier II Helpdesk level.
Always available, mobile, and open to travel in the local Portland metro area.
Experienced and knowledgeable on a variety of IT systems and platforms including Azure, networking, Windows Server, Office 365
Familiar with LAN WAN VoIP technologies
We are committed to being an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
Job Type: Full-time
Benefits:
Health insurance
Paid time off
Schedule:
Monday to Friday
Application Question(s):
How many years of working experience do you have supporting Microsoft applications?
What ticketing systems have you used?
Education:
High school or equivalent (Preferred)
Experience:
IT support: 3 years (Preferred)
License/Certification:
Driver's License (Preferred)
Work Location: One location
Responsibilities
Delight our Clients with a Friendly, Quick and Helpful Experience
From time to time the projects team will need additional resource to help deliver projects either on site or remotely. When opportunities arise the Technician may be required to help with project delivery
Manages and monitors problem tickets, analyze incidents and determine support required.
Applies diagnostic techniques to identify problem, investigate cause and recommend solution.
Documents IT requests in tracking system, record actions and follow up on deferred action.
Keeps customers informed of progress and status of calls/tickets throughout resolution.
Collaborates with customers and co-workers to diagnose and resolve problems.
Troubleshoots, analyzes, resolves, tracks, escalates and documents technical problems.
Resolves incidents on first contact when possible using the supported remote desktop control application as appropriate.
The ability to speak both Geek and human
Troubleshoots systems and errors, as issue is identified is responsible for implementing solutions.
Trains users on proper use of hardware and software.
Handles Firewall Setup, Wired Network Setup, Wireless Network Setup and Access Points
Proactive maintenance and monitoring using advanced tools and solutions
Escalates issues to Tier III helpdesk to resolve issues outside of scope or knowledge base.
Provides onsite user support at client sites as needed.
Deploys laptops and desktops in various client environments.
Maintains system capabilities by testing existing equipment and programs.
All other duties as assigned.
Education and Experience:
High school diploma or GED.
Proven ability to manage a flexible schedule.
3+ years' experience working for an MSP at Tier I or Tier II Helpdesk level.
Always available, mobile, and open to travel in the local Portland metro area.
Experienced and knowledgeable on a variety of IT systems and platforms including Azure, networking, Windows Server, Office 365
Familiar with LAN WAN VoIP technologies
We are committed to being an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
Job Type: Full-time
Benefits:
Health insurance
Paid time off
Schedule:
Monday to Friday
Application Question(s):
How many years of working experience do you have supporting Microsoft applications?
What ticketing systems have you used?
Education:
High school or equivalent (Preferred)
Experience:
IT support: 3 years (Preferred)
License/Certification:
Driver's License (Preferred)
Work Location: One location
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