blueRock Technologies is seeking a new member to our IT team! The Tier II Help Desk Technician postition will work along-side our Service Desk, providing first and second level IT support and troubleshooting to our clients.
Responsibilities:
- Provides first and second lever end user support and software, hardware, and network assistance.
- Answer incoming incident tickets and service desk calls and create/update service tickets in ConnectWise Manage.
- Manage and triage multiple incoming priorities effectively by understanding customer needs to identify potential problems and escalate to department contact for resolution.
- Act as escalation point for incidents first-tier support has trouble with.
- Follow-up with users on status of open tickets.
- May install, move, add, change, maintain, and/or configure desktop computers, laptop computers, VoIP phones, mobile devices, printers, and other devices, peripherals, or accessories.
- Actively contribute to ongoing process improvement.
- Create and maintain knowledge bases with technical documentation about common problems/fixes, computer systems, servers, network layouts, and more.
- Record all time spent on tickets and client accounts in time reporting software on a daily basis.
- Submit timesheets and other cost tracking reports on a weekly basis with accuracy.
Job Requirements:
- Experience of at least three years in a service desk or help desk environment.
- Capability to efficiently complete tasks in a fast-paced environment.
- Good communication skills and client service skills.
- Ability to work with peers in a team effort.
- Strong troubleshooting and critical thinking skills.
- Maintain a professional work ethic & demeanor.
- Experience in working with team members to accomplish common goals.
- Ability to work a weekly rotating on-call shift.
- Ability to analyze problems, recommend solutions and see them through to resolution.
Required Technical Skills:
- In-depth knowledge of Windows 10/11 support & technical troubleshooting skills.
- In-depth knowledge/experience of PC imaging, software installation, user data migration and remote control support tools.
- Knowledge of all Microsoft Office applications and other standard office environment software, Adobe Acrobat, IE11/Edge, etc.
- Microsoft 365 admin experience.
- Working knowledge of Active Directory.
- Strong working knowledge of macOS.
- Firewall configurations including (but not limited to) SonicWall, Meraki, and Ubiquiti
- Understanding of networking, including (but not limited to) routing, subnets, UDP, TCP, IP, VLANs, and wireless
Job Type: Full-time
Pay: From $45,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Application Question(s):
- Are you able to work a rotating weekly on call shift?
- What is your salary requirements?
Education:
Experience:
- Windows: 3 years (Required)
- Mac OS: 3 years (Required)
- Customer Service: 3 years (Required)
- Help Desk: 3 years (Required)
- Managed Service Provider: 2 years (Preferred)
Ability to Commute:
- Troy, MI 48084 (Required)
Work Location: Hybrid remote in Troy, MI 48084
