Help Desk Support Technician, Tier II; Hybrid

Help Desk Support Technician, Tier II (Hybrid)

Department: Help Desk

Employment Type: Full Time

Location: BCS
365 - Rockland, MA

Compensation: $27.84 - $34.28 / hour

The primary responsibilities for this position are handling second level support in Managed Services team. Respond, troubleshoot, generate and update service cases for BCS
365 clients. The technology includes but is not limited to enterprise Desktop Systems, Collaboration Tools, Cloud Applications, Cloud Security, AD Services and Network Components.

Key Considerations:

• Must be authorized to work in the U.S.
• This is a full-time, direct hire position.
• Schedule:
  
  Monday - Friday, 8:00 AM - 5:00 PM (ET).
  * Must have flexibility to work weekends as needed.
• Must be able and willing to work at the Rockland, MA office as needed and provide on-site support for clients as needed.
• Valid Driver's License required.
• Compensation Disclaimer
  :
  The pay range listed for this position is based on market data and reflects the company’s good faith estimate of what it reasonably expects to pay. Actual compensation may vary depending on geographic location, relevant experience, and other job-related factors. This range also accounts for potential growth and progression within the role. Final compensation will be determined after a successful interview process and may be discussed in more detail during later stages.

Responsibilities

• Provide Information Technology Support (ITS) relating to desktop technical issues involving Microsoft’s core business applications, operating systems for PC (Windows 7+), MAC (OS X) and peripherals.
• Function as the first point of contact to the customer for all types of service requests.
• Required to be on Phone Support when not actively working a case.
• Process service requests as they arrive through direct customer call or other communication vehicle. This includes but not limited to:
  • Create new cases in ticketing system:
    Obtain and evaluate all relevant information for service issues and requests, according to procedures.
  • Self-Assign incoming cases by identifying and investigating users' questions and problems and providing immediate solutions when applicable.
  • Escalate client support cases that cannot be remedied quickly to appropriate resource following the escalation process and procedures.
• Responsible for entering time and all work with proper updates in ticketing system as it occurs.
• Apply technical knowledge to quickly resolve end user related opportunities such as password resets for the various applications supported.
• Addressing email related issues (i.e., creation of distribution lists, shared mailboxes, etc.)
• Addressing phone related issues (Apple and Android) via Intune or other MDM.
• Administering security group permissions on files shares, SharePoint and other applications per policy.
• Troubleshoot network connectivity, printer issues, and collaboration applications.
• Responsible for technical break/fix support for all ITS Systems currently deployed in production.
• Interface and maintain effective communication with business users and other ITS team members when analyzing, updating and resolving cases.
• Responsible for administration, maintenance and second level support of back-end global ITS systems.
• Author and maintain technical documentation on system support models, common issues and solutions, as well as self-service documentation for end users to reference in the ITS Knowledge Base.
• Identification of opportunities for continuous improvement of systems in production.
• Communication with customers as required: keeping them informed properly in ticketing system of incident or request progress and notifying them of impending changes base on client’s SLA.
• Maintain acceptable KPI’s levels to meet expectations.
• Collaborate with Dispatchers and Help Desk Manager to ensure requests are routed to the proper resource to be resolved quickly and efficiently.
• Data entry may be required for new and active clients on Ticketing system.
• Identify proactive ways to reduce the number of issues and support calls in the environment (reduction in quality, interruption or failure of an ITS service).
• Onsite work at client…