Tier 2 Tech Support Specialist - Remote & Onsite

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 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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Tier 2 support

IT troubleshooting

Customer service

Documentation

Communication

Time management

Tools

Ticketing systems

Time-tracking systems

Job description

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.