Tier 2 Technical Support Specialist

Job Summary
We are seeking a proactive and skilled Tier 2 Technical Support Specialist to join our dynamic IT support team. In this role, you will serve as a critical point of escalation for complex technical issues, providing expert assistance to resolve hardware, software, and network problems efficiently. Your expertise will ensure seamless computer management, operating system support, and network troubleshooting to maintain optimal IT infrastructure performance. This position offers an exciting opportunity to deliver exceptional customer service while utilizing your technical prowess to support diverse user environments.

Duties

• Diagnose and resolve advanced issues related to computer hardware, operating systems (Windows and macOS), and software applications.
• Support and troubleshoot computer networking components such as LAN, VPN, firewalls, and switches to ensure secure and reliable connectivity.
• Assist users with desktop support tasks including software troubleshooting, operating system configurations, and peripheral device setup.
• Manage tickets and track incidents using IT service management tools like BMC Remedy, ServiceNow, or Jira to ensure timely resolution.
• Collaborate with Tier 1 support teams to escalate unresolved issues and provide detailed technical guidance for resolution.
• Maintain documentation of troubleshooting steps, solutions, and system configurations for future reference.
• Support the deployment, configuration, and maintenance of IT infrastructure components across various platforms.

Requirements

• Proven experience in technical support roles with a focus on computer management and network troubleshooting.
• Strong knowledge of Windows and macOS operating systems along with Linux familiarity is preferred.
• Hands-on experience with Microsoft Office suite and common help desk tools such as ServiceNow or Jira.
• Understanding of computer networking concepts including LAN, VPN, firewall configuration, and basic cybersecurity principles.
• Ability to troubleshoot hardware issues related to computer hardware components and peripherals effectively.
• Excellent communication skills with a customer-focused approach to problem-solving.
• Familiarity with IT support ticketing systems such as BMC Remedy or ServiceNow is highly desirable.
• Knowledge of IT infrastructure components including switches, routers, operating systems, and security devices is a plus. Join us as a Tier 2 Technical Support Specialist where your technical expertise fuels our mission to deliver outstanding IT solutions! We value energetic professionals eager to make an impact through dedicated customer service and innovative problem-solving in a fast-paced environment.

Pay: $24.96 - $29.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off

Work Location: In person