IT Technician - Tier 2 (19194)

Overview

We are looking for an IT Technician Tier 2 Service Desk (the "Position") to provide enterprise-level assistance to our customers. This position will serve as the escalation point for issues not resolved by Tier 1. The Tier 2 IT Technician will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs. This position's responsibilities also include resolving network issues, configuring operating systems, and using remote desktop connections to provide immediate support. This individual will use email and chat applications to give clients quick answers to simple IT issues. This position will observe an 80 / 20 rule – Remote Tickets / Site Visit Tickets.

Responsibilities and Duties

• Research and identify solutions to software and hardware issues
• Diagnosing and troubleshooting technical issues, including account set up and network configuration for Windows 10 / 11 computers, Azure AD, and Office 365
• Ask customers targeted questions to quickly understand the root of the problem
• Track computer system issues through to resolution, within agreed time limits
• Create knowledge base articles based on technical issues you were able to solve
• Talk clients through a series of actions, either via phone, email, or chat, until the technical issue is resolved
• Properly escalate unresolved issues to the appropriate internal teams
• Provide prompt and accurate feedback to customers
• Travel between office locations when required
• Hardware repairs and / or warranty repair coordination
• Refer to internal databases or external resources to provide accurate tech solutions
• Ensure all issues are properly logged in ticketing system
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Document technical knowledge in the form of solution articles
• Maintain jovial relationships with clients

Qualifications and Skills

We are an Equal opportunity employer; We offer an excellent benefit plan to include 401K with match, CEU reimbursement, vacation, sick, holidays, medical, dental, and supplemental insurance Plans as well as a Highly competitive compensation package.

Diversity, Equity and Inclusion are at the heart of Pivot Rehab. We are committed to a culture that respects our differences and values the contribution of all people.

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