IT Support Tech II: Advanced Remote & Onsite Help

R.E. Michel Company, LLC

Glen Burnie (MD)

On-site

USD 60,000 - 75,000

Full time

14 days+

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Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k)

Life Insurance

Dental & AD&D Insurance for depend

Employee Discount

Weekly Pay

Job summary

R.E. Michel Company, LLC in Glen Burnie, MD, is seeking an IT Support Tech, Tier II to assist Tier I, manage desktop hardware/software, phones, and peripherals, and resolve escalated issues across Windows, mobile devices, and networked systems.

This full-time, non-exempt role covers onsite and remote support with strong customer service expectations. The ideal candidate will have Windows 10 experience, Active Directory, Office proficiency, IBM iSeries/AS400 familiarity, and knowledge of thin

Qualifications

Must have working knowledge of Windows 10 desktop OS.
Experience with Active Directory and Microsoft Office.
Experience supporting remote users and troubleshooting complex issues.
Familiarity with IBM iSeries/AS400/P21 and thin clients.
Strong networking basics and customer-service orientation.
Minimum 2 years of related IT support experience.

Responsibilities

Provide remote and onsite advanced troubleshooting support to end-users.
Troubleshoot network connectivity issues for onsite and remote locations.
Serve as an escalation point for all unresolved Tier I support issues.
Assist with the rollout of new systems, applications, and desktop images.
Provide a high level of customer service to all end users.
Communicate with end-users as required, keep users updated on progress.
Support Windows 10, iOS, Android, and some Mac OS.
Troubleshoot, maintain, repair, upgrade and install hardware, printers, phones, and equipment.
Set up and support hardware, software, network access for new hires and existing employees.
Ability to handle high call volumes.