Technical Support Hire L2

On-Demand Group; Austin (TX); In loco; USD 41.000 - 48.000; Tempo pieno

Vantaggi offerti da questo lavoro

Healthcare insurance

Dental insurance

Vision insurance

Descrizione del lavoro

On-Demand Group in Austin, TX is seeking a Service Desk Technician II to join our frontline support team. You will resolve Tier 2 issues, including application support, hardware and software troubleshooting, networking problems, and incidents requiring IT involvement.

You will collaborate with users and IT staff, document cases clearly, and participate in on-call rotation. The role requires at least 3 years in IT, strong SMB networking knowledge, and excellent communication.

Competenze

• Minimum of 3 years IT experience in Microsoft-based environments.
• Strong troubleshooting and problem-solving skills.
• Experience with Tier 2 or advanced service desk support.
• Knowledge of standard help desk/service desk support methods and procedures.
• Clear and concise documentation of technical processes, issues, and resolutions.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities with a sense of urgency.

Mansioni

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

Conoscenze

Tier 2 support

IT troubleshooting

Customer service

Documentation

Communication

Time management

Strumenti

Ticketing systems

Time-tracking systems

Descrizione del lavoro

• 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 elevate 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.