Senior IT Support Technician (L2) - Windows, AD & Imaging

Computer Task Group; Buffalo (NY); On-site; USD 48,000 - 80,000; Full time

Job summary

CTG in Buffalo, NY is seeking a Senior Support Technician to provide Level 2 technical support to internal users, diagnosing and resolving hardware, software, network and system issues. You will work with users, management, and vendors to ensure timely, accurate resolutions and high customer satisfaction.

The role involves imaging with MS Autopilot, desk-side support in the Buffalo office, managing access and CMDB records, coordinating with IS teams and vendors, and contributing to knowledge

Qualifications

• Associate degree in computer science or MIS, or equivalent experience.
• Advanced knowledge with PC Hardware (Lenovo/HP).
• Advanced knowledge with Microsoft Office/Microsoft Outlook/Microsoft Edge.
• Competent with using Active Directory for Account Administration, Domain access rights, Group Policies
• Competent troubleshooting and problem solving skills
• Competent in PC computing, network connectivity, system administration, application support, and operating systems.
• Competent with Cable modem/internet connectivity support/VPN/Remote connectivity troubleshooting
• Must have good customer service skills to be able to work with people who may be frustrated and try to research/correct the issue, or escal to management
• Experience in an IS Helpdesk environment a plus

Responsibilities

• Communicate and handle Level 2 problem solving efforts with Level 1 Technicians, users, other IS support staff, and vendor technicians
• Assist Level 1 Support Technicians for Level 2 resolution and provide timely feedback to the user regarding status
• Ensure that all problems/solutions are properly documented using standard problem tracking tools
• Maintain accurate records of hardware/device stock and CMDB data
• Create and terminate User Access when requested following Audit protocols
• Perform other responsibilities as assigned
• Perform PC Imaging using MS Autopilot
• Ship hardware and PCs to new employees
• Perform Deskside support/Level 2 support in the Buffalo office
• Work with Infrastructure team and Users to address security vulnerabilities/Windows Updates
• Work with IS Management/Infrastructure teams to handle ticket escalations
• Prioritize users inquiries based on the level of severity
• Interface with other IS personnel to determine exact nature of problem and implement procedures for users
• Document problems and correct procedures
• Coordinate resolutions with other Level 2 personnel as well as outside vendors or service companies
• Contact, schedule, and follow up with vendors for service calls and support
• Enter all troubleshooting steps in CTG’s ticketing system
• Create documentation/KB Articles for Level 1 Helpdesk Technicians
• Possibility for inclusion in infrastructure testing for new systems
• Perform other duties as required to fulfill responsibilities

Skills

Customer service

Troubleshooting

English communication

Team collaboration

Problem diagnosis

Education

Associate degree in CS/MIS

Tools

MS Autopilot

Active Directory

Windows OS

Microsoft Office / Outlook / Edge

CMDB

Ticketing system

VPN

Job description

CTG in Buffalo, NY is seeking a Senior Support Technician to provide Level 2 technical support to internal users, diagnosing and resolving hardware, software, network and system issues. You will work with users, management, and vendors to ensure timely, accurate resolutions and high customer satisfaction.

The role involves imaging with MS Autopilot, desk-side support in the Buffalo office, managing access and CMDB records, coordinating with IS teams and vendors, and contributing to knowledge