IT Helpdesk Level 2

Duties and Responsibilities: 1. Provide advanced technical support to clients via phone email and remote assistance tools. 2. Diagnose and resolve complex issues related to Windows operating systems peripherals networking and software applications. 3. Troubleshoot advanced hardware and software problems on office workstations and peripherals ensuring minimal downtime for users. 4. Collaborate with Level 1 support technicians to escalate and resolve challenging technical issues efficiently. 5. Manage user accounts passwords and permissions in accordance with company policies and procedures. 6. Document troubleshooting steps resolutions and system configurations accurately to maintain a comprehensive knowledge base. 7. Assist with server administration tasks including user management file sharing and advanced configurations as needed. 8. Stay updated on the latest technologies trends and best practices in IT support to enhance service delivery and efficiency. 9. Provide exceptional customer service ensuring prompt and effective communication with clients and internal stakeholders. Technical Requirements: 1. Advanced Windows and MAC OS Troubleshooting: Proficiency in diagnosing and resolving complex Windows/MAC OS issues including system errors performance issues and software conflicts. 2. Peripheral Device Troubleshooting: Advanced troubleshooting skills for printers scanners and other peripheral devices including driver issues connectivity problems and hardware malfunctions. 3. Advanced Networking Knowledge: Indepth understanding of networking concepts protocols and configurations to troubleshoot complex network issues including VLANs routing and VPN connectivity. 4. Server Administration: Advanced knowledge of server administration tasks including user management file sharing and advanced server configurations. 5. Advanced Software Support: Ability to troubleshoot and resolve advanced software issues including compatibility problems application crashes and software conflicts. 6. Advanced Office Hardware Support: Indepth technical knowledge of office hardware components including desktops laptops monitors and peripherals to diagnose and resolve complex hardware issues. 7. Advanced Microsoft Office Support: Proficiency in troubleshooting and resolving complex issues with Microsoft Office applications including Excel Word Outlook and PowerPoint. 8. Advanced Workstation Support: Ability to handle advanced workstation support tasks including system migrations data backups and system reimaging. 9. Advanced Password Management: Proficiency in managing user passwords including implementing password policies account lockouts and password resets in complex environments. 10. Virtualization Technologies: Advanced understanding of virtualization technologies such as VMware or HyperV to troubleshoot virtual machine issues and perform advanced configurations. 11. Advanced Security Knowledge: Awareness of advanced security threats and measures including malware analysis intrusion detection and security incident response. 12. Advanced Scripting/Coding Skills: Proficiency in scripting or coding languages (e.g. PowerShell Command Prompt Python) to automate complex tasks perform system integrations and customize configurations. 13. Remote Access VPN: Knowledge of Virtual Private Network (VPN) software for securely accessing internal network resources remotely. 14. Cloud Services: Advanced understanding of cloud services (e.g. Microsoft Azure Amazon Web Services) and how they integrate with onpremises IT infrastructure. 15. Remote Desktop Tools: Experience with remote desktop support tools such as Remote Desktop Protocol (RDP) TeamViewer or LogMeIn for providing remote assistance to endusers. 16. Email Troubleshooting: Experience with configuring and troubleshooting email clients such as Microsoft Outlook Office 365 or Gmail. 17. Advanced Knowledge of 3rd Party Application: Utilize advanced knowledge of thirdparty services such as AppRiver FabulaTech OneLogin OpenDNS Cisco Umbrella and ConnectWise Automate to troubleshoot configure and optimize client systems. NonTechnical Requirements: 1. Software Installation: Ability to install configure and upgrade hardware components and software applications. 2. Web Browsers: Familiarity with common web browsers (e.g. Chrome Firefox Edge) and their settings to resolve issues related to browsing and web applications. 3. Ticketing Systems: Proficiency in using ticketing systems (Connectwise) for managing and tracking support requests. 4. Virtual Meeting Software: Understanding of virtual meeting software (e.g. Zoom Microsoft Teams Webex) for providing remote support and participating in virtual meetings. 5. Incident Escalation Management: Ability to escalate and collaborate with higherlevel support teams or vendors to resolve complex technical issues efficiently. 6. Advanced Customer Service Skills: Strong interpersonal skills to communicate effectively with users manage expectations and provide exceptional customer service even in highpressure situations. Experience: Mandatory 35 yrs. of relevant technical support Remote Work : No