Tier Two Help Desk Specialist

Job Title: Tier Two Help Desk Specialist

Department: I.T.

Reports To: I.T. Supervisor

Location: Bloomington, Indiana

FLSA: Non-Exempt/Full time

Hourly: $22.00 - $24.50 Hourly

POSITION PURPOSE

PTS Corp is seeking a Tier Two Help Desk Specialist for our Bloomington, Indiana facility. This position will provide day-to-day support of the production and staff end users of the PTS Computing Network.

DUTIES: (include but not limited to)

Essential Functions

• Provide on-site and remote technical support for end users, software, and hardware.
• Provide advanced troubleshooting, configuration, and setup of workstations, laptops, printers, scanners, and network components.
• Image and deploy workstations for new setups and replacements.
• Install, configure, and deploy new corporate approved software.
• Capture and log all support activity into helpdesk ticketing system.
• Manage, resolve, and update helpdesk tickets in a timely manner.
• Educate and train users on proper use of hardware, software, and other computer-related technologies.
• Participate in the development and implementation of IT policies and procedures.
• Create user accounts including Windows Active Directory and O365
• Maintain windows Active Directory and O365 environments as directed.
• Configure and deploy network switches per standards and/or instruction.
• Act as an escalation point for Tier one operators
• Assist in creating technical and troubleshooting documentation.
• Other duties as assigned.

REQUIREMENTS

Experience & Qualifications

• 1 to 3 years’ experience in an IT support position.
• Knowledge of advanced troubleshooting techniques
• Knowledge of layer 2 and layer 3 networking
• Knowledge of Windows 10/11, Windows Server and MacOS
• Familiarity with Windows AD and Microsoft Azure
• Familiarity with HP, Cisco and Fortinet network hardware preferred.
• Ability to see, speak, hear, write, and understand English.
• Ability to lift approximately 50 lbs., without assistance, on a routine basis.
• Good hand-eye coordination.
• Effective communication skills
• Sustained attention to detail.
• Experience in proper documentation writing
• CompTIA A+ or comparable required (On-the-job certification available).
• CompTIA Net+ preferred (or Equivalent).
• High School Diploma or equivalent required.

WORKING CONDITIONS

• General climate-controlled production environment.
• Low-to-medium noise level.
• Focus on customer service and rapid response.
• Training to include on the job training for specific hardware, network, and advanced troubleshooting techniques.

WORKING HOURS: 7:00 a.m. – 3:30 p.m. with 30-minute meal break.

This job description is not a contract, express or implied, guaranteeing employment for any specific duration.

**We are not able to sponsor visas for this role at this time**

DISCLAIMER: The above information is intended to describe the general nature of this position and is

not to be considered a complete statement of all duties, responsibilities, and

requirements