IT Support Technician – Tier 2 (Onsite)

TEKsystems; Cary (NC); On-site; USD 28,000 - 34,000; Full time

Benefits offered by this job

Medical, dental & vision

401(k) Retirement Plan

HSA

Time Off/Leave

Job summary

TEKsystems in Cary, NC is seeking a Contract Service Desk Analyst to provide Tier 2 IT support for onsite and remote users. You will handle Windows 7/8/10, Office 365, AD, printers, AV, and telephony equipment, while maintaining SLAs and contributing to knowledge bases and incident resolution.

The role demands strong communication, teamwork across locations, and the ability to adapt to evolving IT processes. Onsite work in Cary with comprehensive benefits is offered.

Qualifications

• 2+ years of helpdesk/Desk Side Support experience in a medium to large Enterprise with documented policies and procedures.
• 2+ years of Tier 2 support to on-site and remote end users for Desktops, Laptops, and related desktop devices like docking stations, monitors.
• 2+ years of experience and working knowledge of Active Directory, MS Exchange, O365, Windows 7, 10, and related Microsoft tools, enterprise class printers, conference room AV and telephony equipment.
• Good understanding and working knowledge of IT networks (LAN, WAN), routers, switches, etc.
• Ability to quickly grasp new concepts and acquire new skills.
• Ability to adhere to documented standards and procedures.
• Ability to contact hardware and software vendors and work with their engineers to elevate investigation and resolution of problems.
• CompTIA A+, Net+, and/or Microsoft Certified Solutions Associate (MSCA) Windows 10 certification desired.
• Ability to work independently and with team members located across several locations globally in an efficient and collaborative manner.
• High degree of energy, accountability, initiative, and innovation.
• Excellent written and verbal communication skills.

Responsibilities

• Provide Tier 2 IT support to onsite and remote end users on a variety of IT hardware and software issues.
• Monitor incident and service request queue(s) and pick up tickets for troubleshooting and resolution in a timely manner meeting SLA/SLO as may be applicable.
• Monitor/Review reports and dashboards on IT systems health and related tasks as assigned.
• Comply with all relevant helpdesk and IT policies and procedures.
• Complete assigned tasks and projects in a timely manner without need for direct supervision.
• Assist in installation and builds of PC hardware and software as called upon from time to time.
• Respond to off hours support in case of emergencies.
• Manage/maintain IT PC (desktop/laptop) inventory onsite, if necessary.
• Participate in meetings, compliance and job-related training (including SOP reading, certification, etc.) as required.
• Participate in root cause analysis and related documentation and communication.

Skills

help desk

jira

powerpoint

O365

troubleshooting

customer service

phone support

active directory

Education

Associate degree

Tools

Bomgar

SysAid

JIRA

Job description

TEKsystems in Cary, NC is seeking a Contract Service Desk Analyst to provide Tier 2 IT support for onsite and remote users. You will handle Windows 7/8/10, Office 365, AD, printers, AV, and telephony equipment, while maintaining SLAs and contributing to knowledge bases and incident resolution.

The role demands strong communication, teamwork across locations, and the ability to adapt to evolving IT processes. Onsite work in Cary with comprehensive benefits is offered.