Tier II IT Service Desk Technician

Goldbelt Nighthawk, LLC

Albuquerque (NM)

On-site

USD 42,000 - 64,000

Full time

6 days ago

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Job summary

Goldbelt Nighthawk, LLC in Albuquerque, NM is seeking a Service Center Technician II to provide professional Service Center/call center support to BIA ITSS users and log incidents in the ticketing system. The role focuses on Tier 2 IT technical support for a broad internal user base.

Preference will be given to Alaska Native and/or American Indian applicants. The position requires strong troubleshooting, documentation, and collaboration with senior support staff to resolve complex hardware and

Qualifications

Familiarity with standalone and network computers and peripheral devices.
Excellent hearing, vision and hand-eye coordination.

Responsibilities

Manage and document customer support issues using a structured ticketing system.
Primary responsibility for accountability of customer IT hardware resources.
Provide reports on technical support activity and event schedules.
Coordinate and schedule training, rooms, and related technical support.
Assist Tier I staff to resolve basic problems and escalate complex issues.
Escalate to Lead Support or Tier III as needed.
Conduct onsite hardware installations and software repairs; use remote support tools.
Respond to customer inquiries and manage incident/change tickets according to procedures.
Diagnose issues across Windows environments, LAN, peripherals, and network connectivity.
Maintain proactive updates to tickets and monitor system status.