Service Desk Technician L2

Would you like to work in a dynamic, fast-moving environment that values social interaction as much as technical expertise?

We pride ourselves on hiring bright, driven, and enthusiastic Help Desk Technicians who have experience supporting primarily PC environments but can also effectively support Mac devices. Our workplace is where you will sharpen your existing skills and develop new ones as emerging technologies evolve. It is a vibrant, challenging environment where you'll feel like you're making a real impact.

We are looking for individuals who can hold meaningful conversations while resolving complex technical issues effectively and efficiently through multiple channels, including chat, tickets, and phone support. We want people for whom going above and beyond is second nature, who value the people behind the problems, and who are genuinely passionate about technology.

Our goal is to deliver the best IT Help Desk experience in the world. If you think you're up to the challenge, read on.

Responsibilities:

• Apply critical thinking to complex user requests and gather as much context and information as possible to deliver the best solutions quickly and effectively.
• Troubleshoot client-side network connectivity issues, including digital authentication, remote access, secure Wi-Fi, and wired network connections.
• Support user requests and perform remote software installations as needed.
• Assist remote users with access-related issues ranging from password resets to network access failures.
• Support messaging, calendaring, and content collaboration services.
• Troubleshoot and support mobile device issues.
• Take a leadership role in ticket management processes and provide coaching to other technicians when workflow inefficiencies are identified.
• Develop a deep understanding of key team metrics, including backlog, ticket aging, and effectiveness, and take action based on service trends.
• Attend and actively participate in weekly team syncs, driving actionable discussions and outcomes.
• Demonstrate learning agility by proactively seeking answers when faced with technical challenges.

• Collaborate with fellow Help Desk Technicians to optimize support processes while maintaining a strong understanding of end-user needs and requirements.

   

Qualifications:

• High school diploma or GED required.
• 3+ years of Help Desk experience, including walk-up support; VIP support experience preferred.
• Strong interpersonal and communication skills with a high degree of empathy.
• Demonstrated expertise with macOS, including command-line troubleshooting and resolving application-related issues.
• Advanced working knowledge of collaboration tools such as Slack, Microsoft Teams, and Google Workspace.
• Experience with Microsoft Exchange and/or Google Admin, including a solid understanding of groups, permissions, and access management.
• Knowledge of Windows troubleshooting, including registry conflicts, system crashes, and performance issues, is a plus.
• Familiarity with platforms such as ServiceNow, Zendesk, Jira, and Okta preferred.
• Experience supporting PCs and Windows operating systems in a commercial or enterprise environment.
• Strong experience supporting iOS and Android devices in a commercial or enterprise environment.
• Working knowledge of video collaboration tools such as Zoom and Webex.
• Working knowledge of Active Directory and basic Active Directory administration.