L2 Desktop Support

Responsibilities:

• Provide technical assistance with computer hardware and software.
• Resolve issues for clients via phone, electronically, or in person.
• Recommend hardware and/or software improvements.
• Track customer issues and resolutions.
• Handle tickets in a timely manner in ITSM tool.
• Triage ticket queue and maintain updates for tickets assigned.
• Respond to incidents via tickets or another request by end-users on-site.
• Work independently and collaboratively with managers or other technicians.
• Have strong customer service experience working with end-users
• Experience with network-based imaging for Refresh / Windows 10 to 11 Migrations.
• Provide regular feedback consistent with the needs of the team and the environment for ongoing improvements.
• Be able to work overtime when requested or necessary.
• Be able to multitask and prioritize many different projects.

Qualifications:

• Previous experience in IT, customer service, or other related fields
• Ability to build rapport with clients
• Reliable form of self-transportation
• Strong troubleshooting and critical thinking skills
• Able to lift over 50lbs reliably
• Positive and professional demeanor
• 3+ years of experience
• Previous ServiceNow / Enterprise ticketing experience
• Previous AD experience 
• Able to crawl and move underneath desks
• Able to pass a background check and drug test prior to starting
• Must have or be able to procure steel toed boots