IT Service Desk Tier 2
Tri-City Electric Co.
- Davenport, IA
- Permanent
- Full-time
- Advanced Troubleshooting: Investigate and resolve complex technical issues escalated from Tier 1 support. This includes hardware, software, network, and application-related problems.
- Incident Management: Handle escalated incidents, ensuring timely resolution and adherence to Service Level Agreements (SLAs). Collaborate with other teams when necessary.
- User Support: Provide personalized assistance to end-users, addressing their technical queries, concerns, and requests. Offer guidance on best practices and efficient use of IT resources.
- Application Support: Assist users with software installations, configurations, and troubleshooting. Familiarity with common business applications (e.g., Microsoft Office Suite) is essential.
- Hardware Maintenance: Diagnose and repair hardware issues, including desktops, laptops, printers, and peripherals. Coordinate with vendors for warranty repairs or replacements.
- Documentation and Knowledge Base: Contribute to the knowledge base by documenting solutions, workarounds, and troubleshooting steps. Share insights with the team to enhance overall support efficiency.
- Remote Support: Provide remote assistance to users across different locations. Proficiency in remote desktop tools and troubleshooting is crucial.
- Collaboration: Work closely with other IT departments to ensure seamless service delivery. Participate in cross-functional projects as needed.
- Security Awareness: Stay informed about security threats, vulnerabilities, and best practices. Assist in user education related to cybersecurity.
- Continuous Improvement: Identify areas for process improvement and contribute to enhancing the overall IT support experience.
- Other duties may be assigned, as needed
- Bachelor’s degree in computer science, Information Technology, or related field (or equivalent experience).
- Minimum of 2-3 years of experience in IT support, with a focus on Tier 2 or advanced technical assistance.
- Proficiency in Windows and macOS operating systems.
- Strong knowledge of servers, networking, and Office 365.
- Familiarity with ITIL principles and incident management processes.
- Excellent communication skills, both written and verbal.
- Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or equivalent are a plus.