Tier II Helpdesk Technician

Theoris; Elkhart (IN); On-site; USD 52,000 - 68,000; Full time

Benefits offered by this job

Health insurance

Health savings account

Vision insurance

Flexible spending accounts

Life insurance

Job summary

Theoris services is assisting our client by finding a experienced, full-time Tier II IT Support Technician to join a growing team. This position requires the ability to effectively multitask and handle multiple projects at any time.

As a Tier II IT Support Technician you will employ a ‘customer first’ focus providing professional and friendly support to end users. Onsite role in Elkhart, IN with local travel 25%+; you will install, configure, and troubleshoot end-user devices, manage licenses,

Qualifications

• 3-5 years of IT experience preferred or a degree in Information Technology.
• 2 years of experience in a help desk environment.
• Ability to troubleshoot, repair and upgrade PC software and hardware.
• Prior experience with PC to PC migrations and legacy systems (Windows XP/7/8).
• Experience with Microsoft 365 administration preferred.
• Proficient with iOS, Windows, MAC, and Android devices.
• Excellent written and oral communication skills.
• Highly organized and detail oriented.
• Customer-first approach and ability to handle overtime if needed.

Responsibilities

• Install/configure/image operating systems and applications for MAC and Windows.
• Perform setup and troubleshooting of end user equipment.
• Install pre-configured networking hardware.
• Provide third tier desktop support to end users including hardware, software, printing, and applications.
• Respond to customer inquiries and issues via phone, email, and chat; follow up to ensure timely resolution.
• Provide training and additional support for end users.
• Manage hardware including inventory, costs, and asset management.
• Manage software licenses (Adobe, Scalefusion).
• Maintain relationships with Service Desk vendors.
• Monitor ticket intake of Deskside Support and prioritize work.
• Assist Deskside Support as needed.
• Other duties as assigned.

Skills

3-5 years IT experience

Microsoft 365 administration

IOS/Windows/MAC/Android devices

Customer service / communication

English proficient; Spanish desired

Education

Degree in Information Technology or related field

Tools

Adobe licenses management

Scalefusion

Microsoft 365

Job description

Industry: Manufacturing

Work Location: Onsite Elkhart, IN (Local travel 25%+)

Job Summary:

Theoris services is assisting our client by finding a experienced, full-time Tier II IT Support Technician to join a growing team. This position requires the ability to effectively multitask and handle multiple projects at any time. As a Tier II IT Support Technician you will employ a ‘customer first’ focus providing professional and friendly support to end users.

Responsibilities and Duties:

• Install/configure/image operating systems and applications for MAC and Windows.
• Perform setup and troubleshooting of end user equipment.
• Install pre-configured networking hardware.
• Provide third tier desktop support to end users including support for hardware, software, printing, and applications.
• Respond to customer inquiries and issues via phone, email, and computer chat; follow up as needed to ensure timely resolution.
• Provide additional support for end users regarding the use of equipment, as needed, by providing training.
• Manage hardware, including but not limited to inventory, costs, and asset management.
• Manage software licenses. (i.e., Adobe, Scalefusion).
• Maintain relationships with Service Desk vendors.
• Monitor ticket intake of Deskside Support including prioritization of work to ensure customers receive their products in a timely manner.
• Assist Deskside Support as needed.
• Other duties as assigned.

Qualifications and Skills:

• 3-5 years of experience in IT preferred or a degree within Information Technology.
• Experience Requirements - 2 years of experience working in a help desk environment.
• Ability to troubleshoot, repair and upgrade PC Software and Hardware.
• Prior experience doing PC to PC migration and support for legacy computers - Windows XP, 7, 8.
• Experience with Microsoft 365 administration preferred.
• Proficient with IOS, Windows, MAC, and Android devices.
• Excellent written and oral communication skills
• Highly organized and detail oriented.
• Have excellent judgment skills to be able to properly evaluate situations and immediately provide effective solutions.
• Maintain a “Customer First” focus for all support queries.
• Ability to diagnose and resolve advanced technical problems on desktop / laptop / mobile devices.
• Available to work overtime if needed
• Dependable transportation and valid driver's license and insurance.
• Expert level knowledge of Microsoft productivity and collaboration technologies (Word, Excel, Outlook, Teams, SharePoint etc.)
• The ability to speak, read and write English is required, bilingual Spanish is desired.
• Align with the companies motto “BETTER Together” mentality by pursuing Balance , Excellence , Trust , Teamwork , Empowerment, and Respect within the organization.

Benefits (employee contribution):

• Health insurance
• Health savings account 
• Vision insurance
• Flexible spending accounts 
• Life insurance

All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Rate of pay within the stated range will depend on the qualification of the applicant.