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Job Description: looking for a qualified Tier 2 Desktop Support Specialist to join their team. This role will be supporting customers directly, handling issues across all technology including workstations, printers, networks, and vendor-specific hardware and software. This role will be the escalation point for a team of four L1 specialists, and will need to have strong understanding in networking, switching and routing, VPNs, and VOIP systems. Responsibilities include:

Essential Duties and Responsibilities:

• This role will be supporting local clients directly, handling issues across all technology including workstations, servers, printers, networks, and vendor-specific hardware and software
• Responding to requests for technical assistance via phone, chat, or email, and providing regular updates to customer on their support requests
• Diagnosing and resolving technical issues and logging all customer interactions into ticketing system
• Providing customers with support for corporate owned assets (primarily workstations, laptops, servers), which will include basic help desk support up to advanced troubleshooting
• Troubleshoot and resolve problems for all networked devices (desktops, laptops, tablets, cell phones, printers, routers, switches, WAN and LAN connectivity)
• Communicate to customers: keeping them informed of progress, notifying them of impending changes, agreed outages, etc
• Maintain specific knowledge of the customer and how IT relates to their business strategy and goals
• Document internal processes and procedures related to duties and responsibilities
• Other duties as assigned

Position Criteria:

• Knowledge in printer configuration and maintenance
• Knowledge in computer maintenance
• Ability to detect and troubleshoot network problems
• Familiarity with desktop support
• Ability to interpret layout drawings
• Knowledge in safe lifting techniques
• Knowledge in Microsoft Windows operating systems (Windows XP, 7, 10)
• Knowledge in network cable installation

Candidate skills & requirements
Basic Qualifications:

• Minimum of 3+ Years of experience in Desktop Support
• Experience with Active Directory Administration, Exchange On-Premise and Office 365 Administration, understand of VPN's (User provisioning / administration, Understanding of Azure AD Sync and 2FA)
• Understanding of TCP and UDP protocols
• Monitoring and verifying backup solutions and troubleshooting backup issues
• High school diploma or GED equivalent and a minimum of 1 year of relevant information technology experience
• Legally authorized to work in the US without company sponsorship
• Ability to self-manage with minimum supervision
• Good verbal and written communication skills, and customer service availability
• Good time management
• This position requires use of information or access to hardware that is subject to the International Traffic in Arms Regulations (ITAR). All applicants must be U.S. persons within the meaning of ITAR. ITAR defines a U.S. person as a U.S. Citizen, U.S. Permanent Resident (i.e. 'Green Card Holder'), Political Asylee, or Refugee
• Basic understanding of Mac OS, iOS (cell phones)
• Certification (I.e ComTIA, CCNA. Etc) is a plus
• Experience with VOIP troubleshooting is a plus
• Experience with SCCM, MDT or other imaging software a plus

Preferred Qualifications:

• Certification (I.e ComTIA, CCNA. Etc) is a plus
• Experience with VOIP troubleshooting is a plus
• Undergraduate courses in related fields
• AA/AS degree in related field

Annual salary
AIT025

Job location

Job location
North America, United States, Texas

City (-ies)
Grand Prairie

Applicant criteria

Minimum education level achieved
High School Diploma/GED Equivalent

Minimum experience level required
First experience

Additional Languages preferred
English (Fluent)