Job Summary:
We are seeking a highly motivated and customer-focused Level 2 Helpdesk Support Specialist to join our Technology Services team. The ideal candidate will have excellent people and communication skills and a strong technical background. This role will be required to be in the office 4 days per week.

Responsibilities :

• Respond to and resolve customer inquiries and issues via phone, email, and in-person
• Handle escalations from Level 1 support and provide technical assistance to customers and end-users
• Document customer interactions and issues in our ticketing system
• Escalate and forward more complex issues to the appropriate IT team
• Provide exceptional customer service and maintain a positive attitude in a timely and professional manner
• Identify and recommend solutions to improve customer satisfaction and reduce support calls
• Collaborate with other teams to resolve complex issues and implement new systems and technologies
• Create and maintain support documentation
• Monitoring systems and processes
• Administering users in Active Directory and applications
• Coordinating with vendors to purchase, deploy, and RMA hardware
• Instructing users on technology best practices

Qualifications:

• 4-6 years of experience in Desktop support
• The successful candidate must be a team player with strong customer service and communication skills

Strong technical knowledge of:

• Microsoft Windows
• PC applications, including Office 365
• Network connectivity, including Wi-Fi
• Mobile devices and associated apps
• Laptop PCs, iPhones, iPads
• Collaboration and meeting room technology
• Zoom and Microsoft Teams meetings
• Meeting room video conferencing
• VPN and Citrix remote access
• VOIP telephones
• Strong technical skills and knowledge of hardware, software, and network systems
• Deep understanding of the Windows operating system is a plus
• Application packaging experience is a plus
• Strong understanding of help desk functions and technical support experience
• Strong knowledge of desktop/laptop hardware and BIOS upgrades
• Strong knowledge of Windows 10, Windows 11, iPhones, iOS and general productivity applications
• Networking knowledge (TCP/IP, DHCP, DNS, Wireless)
• Must be able to lift desktops, laptops, monitors, printers, and other IT-related equipment
• Knowledge and understanding of Microsoft Active Directory
• Personal Attributes:
• Excellent people and communication skills and a passion for exceptional customer service
• Excellent analytical and problem-solving skills
• Flexibility working in a fast-paced, high-expectations environment
• Ability to work well under pressure and handle multiple tasks simultaneously
• Working independently and as a member of a worldwide support team
• Excellent analytical and problem-solving skills
• Excellent listening, interpersonal, written, and oral communication skills
• Pays extreme attention to details
• Highly self-motivated and passionate about technology and people
• Ability to prioritize and manage time effectively
• Eager to learn new technologies and applications, and ability to absorb new topics quickly

Education:

• A Bachelor’s degree in Computer Science, Management Information Systems, or a related field (and/or equivalent experience).
• IT certifications a plus (ex. CompTIA A+, CompTIA Network+, Microsoft MTA, etc.)