Hybrid Help Desk Support Technician, Tier II

at Shield

• Job title: Help Desk Support Technician, Tier II
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $29 - $36 per hour
• Degree requirement: Bachelor's Degree
• Tech skills: Android, Azure, ServiceNow
• Location requirements: Hybrid, Massachusetts, United States

About the role

• Help Desk Support Technician providing IT support, troubleshooting, and service case management for BCS365 clients. Requires on-site support in the Scotts Valley, CA area.

Responsibilities

• Provide Information Technology Support (ITS) relating to desktop technical issues involving Microsoft’s core business applications, operating systems for PC (Windows 7+), MAC (OS X) and peripherals.
• Function as the first point of contact to the customer for all types of service requests.
• Required to be on Phone Support when not actively working a case.
• Process service requests as they arrive through direct customer call or other communication vehicle. This includes but not limited to:
• Create new cases in ticketing system: Obtain and evaluate all relevant information for service issues and requests, according to procedures.
• Self-Assign incoming cases by identifying and investigating users' questions and problems and providing immediate solutions when applicable.
• Escalate client support cases that cannot be remedied quickly to appropriate resource following the escalation process and procedures.
• Responsible for entering time and all work with proper updates in ticketing system as it occurs.
• Apply technical knowledge to quickly resolve end user related opportunities such as password resets for the various applications supported.
• Addressing email related issues (i.e., creation of distribution lists, shared mailboxes, etc.)
• Addressing phone related issues (Apple and Android) via Intune or other MDM.
• Administering security group permissions on files shares, SharePoint and other applications per policy.
• Troubleshoot network connectivity, printer issues, and collaboration applications.
• Responsible for technical break/fix support for all ITS Systems currently deployed in production.
• Interface and maintain effective communication with business users and other ITS team members when analyzing, updating and resolving cases.
• Responsible for administration, maintenance and second level support of back-end global ITS systems.
• Author and maintain technical documentation on system support models, common issues and solutions, as well as self-service documentation for end users to reference in the ITS Knowledge Base.
• Identification of opportunities for continuous improvement of systems in production.
• Communication with customers as required: keeping them informed properly in ticketing system of incident or request progress and notifying them of impending changes base on client’s SLA.
• Maintain acceptable KPI’s levels to meet expectations.
• Collaborate with Dispatchers and Help Desk Manager to ensure requests are routed to the proper resource to be resolved quickly and efficiently.
• Data entry may be required for new and active clients on Ticketing system.
• Identify proactive ways to reduce the number of issues and support calls in the environment (reduction in quality, interruption or failure of an ITS service).
• Onsite work at client locations will be required as needed.
• Other duties as assigned.

Requirements

• Education: Bachelor’s degree in computer science or related field
• IT Experience: 4 years minimum
• Previous MSP experience, or experience supporting external customer base
• Must have O365 Admin, Azure (AAD) and On-Prem AD experience
• Familiar with Group policy and Conditional access policy (CA)
• Experience with ServiceNow and Automate RMM
• Advanced understanding of operating systems (Windows 10 or higher and MAC OS X), printing systems, network topology and infrastructure terminology
• Required Certifications: One or more of the following: CompTIA or A+, Network+, Microsoft MCP, MS 900, AZ 900
• Preferred Certifications: MS 102, AZ 104 or CCNA
• Continually advancing your knowledge base through certification courses
• Physical requirements include standing or sitting for extended periods of time, bending, kneeling, twisting, and lifting up to 75 lbs.
• Must be able to use a computer, handle IT equipment, and communicate with customers.

Benefits

• Insurance Coverage: Health, Dental, Vision, Life/AD&D, Long-Term Disability, Accident, Hospital Indemnity, Critical Illness
• Paid Time Off (Vacation, Holidays, Birthday)
• 401k Retirement Plan with Company Match
• Peer-to-Peer Recognition
• Learning and Development
• Pet Insurance
• Fun On and Off-Site Events
• Referral Bonus Program
• Employee Assistance Program