Advanced IT Service Desk Tier II Support Engineer

Tri City Group; Davenport (IA); Presencial; USD 50 000 - 75 000; Tempo integral

Resumo da oferta

Tri-City Group in Davenport, IA is seeking a customer-focused IT Service Desk Tier II Technician to provide advanced technical support and maintain a smooth IT environment. You will troubleshoot complex issues, manage incidents, and assist with software, hardware, and remote support.

The role emphasizes user-centered service, strong communication, and collaboration with IT teams to drive continuous improvement while ensuring security best practices and accurate documentation.

Qualificações

• Degree in CS/IT preferred but not required; hands-on experience accepted.
• 2–3 years IT support with a focus on Tier 2 assistance.
• Proficiency in Windows and macOS operating systems.
• Strong knowledge of servers, networking, and Microsoft 365.
• Familiarity with ITIL processes and incident management tools.

Responsabilidades

• Advanced troubleshooting of complex issues escalated from Tier 1.
• Incident management to ensure timely resolution and SLAs.
• Provide end-user support and guidance on IT resources.
• Assist with software installations and configurations.
• Diagnose and repair hardware issues; coordinate warranty work.
• Document solutions and contribute to the knowledge base.
• Provide remote support across locations using desktop tools.
• Collaborate with IT teams and participate in cross-functional projects.
• Stay informed on security best practices and educate users.

Conhecimentos

IT support

Tier 2 support

Windows

macOS

Microsoft 365

ITIL

Formação académica

Bachelor's degree in Computer Science / IT or related field

Ferramentas

Remote desktop tools

Servers

Networking

Incident management tools

Descrição da oferta de emprego

Tri-City Group in Davenport, IA is seeking a customer-focused IT Service Desk Tier II Technician to provide advanced technical support and maintain a smooth IT environment. You will troubleshoot complex issues, manage incidents, and assist with software, hardware, and remote support.

The role emphasizes user-centered service, strong communication, and collaboration with IT teams to drive continuous improvement while ensuring security best practices and accurate documentation.