Tier 2 IT Helpdesk Specialist - Fast-Paced Support

TGIPOWER LLC; Boca Raton (FL); On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

Dental insurance

Health insurance

Vision insurance

Life insurance

PTO

401(k)

Job summary

Responsibilities include handling escalated issues from Tier 1, maintaining metrics, and ensuring timely communication with clients. Flexibility for after-hours work and a focus on professional service are essential for success in this position.

Qualifications

• Experience in a high-paced Business IT Support Environment.
• Detail-oriented with strong documentation and time-logging.
• Ability to prioritize multiple tasks and meet deadlines.
• Flexible scheduling for after-hours maintenance and urgent issues.
• Strong customer service orientation and professional demeanor.

Responsibilities

• Support resolution of issues escalated from Tier 1, working directly with users for timely resolution.
• Document and manage initiation, execution, and closing activities for programs/projects and support activities.
• Ensure performance metrics are met or exceeded.
• Maintain proactive communication with customers and team members to mitigate issues.
• Simulate and recreate user issues to diagnose operational problems.
• Recommend system modifications to reduce user problems.
• Escalate complex issues to senior technicians as needed.
• Promote a collaborative, 'one team' approach at all levels.
• Handle multiple priorities with appropriate urgency.

Skills

Communication skills

Troubleshooting skills

Documentation skills

Professional demeanor

Time management

Tools

Active Directory

Exchange & Office 365

Network hardware

Hyper-V/VMware

Group Policy

Job description

Responsibilities include handling escalated issues from Tier 1, maintaining metrics, and ensuring timely communication with clients. Flexibility for after-hours work and a focus on professional service are essential for success in this position.