Technical Support Hire L2

On-Demand Group; Austin (TX); On-site; USD 41,000 - 48,000; Full time

Benefits offered by this job

Healthcare insurance

Dental insurance

Vision insurance

Job summary

On-Demand Group is seeking a Service Desk Technician II in Austin, TX to provide Tier 2 support for Microsoft-based environments, hardware, software, and networking. The role emphasizes fast, effective resolution and clear communication with users and teams.

You will handle on-site client support, remote service desk tasks, and participate in on-call duties, documenting all steps and resolutions while expanding technical knowledge.

Qualifications

• Minimum of 3 years of IT industry experience, specifically supporting Microsoft-based environments.
• Strong technical knowledge of SMB networks, infrastructure, hardware, and related technology.
• Demonstrated experience providing Tier 2 or advanced service desk support.
• Knowledge of standard help desk/service desk support methods and procedures.
• Strong troubleshooting, problem-solving, and critical-thinking skills.
• Ability to clearly and concisely document technical processes, issues, and resolutions.
• Strong written and verbal communication skills.

Responsibilities

• Provide excellent customer service and communicate clearly with both technical and non-technical users.
• Follow established support processes, procedures, and service guidelines.
• Provide Tier 2 support for hardware, software applications, networking, and related technical issues.
• Log, diagnose, troubleshoot, repair, and communicate reported problems through resolution.
• Troubleshoot advanced application, infrastructure, connectivity, and user support issues.
• Diagnose and escalate complex technical issues to senior technical staff and other appropriate teams.
• Provide remote service desk support as well as onsite support at client locations.
• Participate in on-call responsibilities that may include both remote and onsite support.
• Accurately document technical issues, troubleshooting steps, processes, and resolutions.
• Continuously develop new technical skills and expand knowledge of supported technologies.

Skills

Troubleshooting

Problem-solving

Critical thinking

Communication

Tools

Ticketing systems

Job description

• The Service Desk Technician II serves on the front line of daily client support, providing fast, efficient, and effective resolution to more advanced technical support requests. This position handles Tier 2 issues including application support, outage resolution, hardware and software troubleshooting, networking issues, and advanced service desk requests requiring IT involvement.

Key Responsibilities

• Provide excellent customer service and communicate clearly with both technical and non-technical users.
• Follow established support processes, procedures, and service guidelines.
• Provide Tier 2 support for hardware, software applications, networking, and related technical issues.
• Log, diagnose, troubleshoot, repair, and communicate reported problems through resolution.
• Troubleshoot advanced application, infrastructure, connectivity, and user support issues.
• Diagnose and*escalate* complex technical issues to senior technical staff and other appropriate teams.
• Provide remote service desk support as well as onsite support at client locations.
• Participate in on-call responsibilities that may include both remote and onsite support.
• Accurately document technical issues, troubleshooting steps, processes, and resolutions.
• Continuously develop new technical skills and expand knowledge of supported technologies.

Experience & Qualifications

• Minimum of 3 years of IT industry experience, specifically supporting Microsoft-based environments.
• Strong technical knowledge of SMB networks, infrastructure, hardware, and related technology.
• Demonstrated experience providing Tier 2 or advanced service desk support.
• Knowledge of standard help desk/service desk support methods and procedures.
• Strong troubleshooting, problem-solving, and critical-thinking skills.
• Ability to clearly and concisely document technical processes, issues, and resolutions.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities and respond to issues with an appropriate sense of urgency.
• Ability to work effectively both independently and as part of a technical team.
• Self-motivated, dependable, and responsive to customers and management.
• Strong organizational skills and attention to detail.
• Experience with ticketing and/or time-tracking systems preferred.
• Strong ability to build productive, positive relationships with customers.

The projected hourly range for this position is $30-35/hr.

On-Demand Group (ODG) provides employee benefits which includes healthcare, dental, and vision insurance. ODG is an equal opportunity employer that does not discriminate on the basis of race, color, religion, gender, sexual orientation, age, national origin, disability, or any other characteristic protected by law.