Tier I: Job expectations for a Tier I IT Service Desk Technician:

Tier 1 Applicant must be at least A Certified (or obtain it within first 90 days).
1.5 years experience with information systems, processes and procedures, and knowledge of current hardware, software wide-area-networks

• Diagnose hardware failures and software/OS error codes
• Perform data recovery and hard drive / SSD cloning
• Virus removal and OS recovery (Windows, MacOS)
• Wired and wireless networking, printing & scanning troubleshooting
• Create and configure Office 365 Business Email & Manage Portal
• Ability to research problems and generate solutions efficiently
• Experienced with Office 365 Applications and troubleshooting them
• Setting up and navigating iOS and Android devices
• Open and repair/replace components in Desktop and Laptop PCs, etc.

Tier 1 Job Responsibilities:

1. Technical Support: Frontline Help Desk support for all on-site and remote users, fielding tickets via service desk platform and remote access tools. Provide basic technical assistance and support to end-users regarding software, hardware, network, and other IT-related issues via phone, email, or in person. Troubleshoot and resolve problems efficiently and effectively.
2. Ticket Management: Utilize ticketing systems to log, prioritize, track, and document all support requests and resolutions. Ensure timely resolution of tickets while maintaining accurate records of all interactions.
3. Hardware Setup and Maintenance: Assist in the installation, configuration, and maintenance of desktops, laptops, printers, peripherals, and other IT equipment. Conduct routine hardware checks and repairs as necessary.
4. Software Installation and Configuration: Install, update, and configure software applications, operating systems, and utilities. Ensure software licenses are valid and compliant.e
5. User Account Management: Create, modify, and deactivate user accounts as per company policies and procedures. Manage access rights and permissions based on user roles and responsibilities.
6. Network Support: Assist in basic network troubleshooting, including connectivity issues, DNS problems, and LAN/WAN configurations. Collaborate with network administrators to resolve complex network issues.
7. Documentation: Maintain accurate and up-to-date documentation of IT systems, procedures, configurations, and troubleshooting steps. Contribute to the knowledge base for future reference and training purposes.
8. Customer Service: Provide excellent customer service and maintain a professional demeanor at all times. Communicate technical information clearly and effectively to non-technical users. Ensure customer satisfaction by addressing concerns and resolving issues promptly.
9. Adherence to Policies and Procedures: Adhere to company IT policies, procedures, and security protocols. Maintain confidentiality of sensitive information and comply with data protection regulations.
10. Continual Learning: Stay updated with the latest IT trends, technologies, and best practices through self-study, training programs, and certifications. Seek opportunities for professional development and skill enhancement.
11. Team Collaboration: Collaborate with other IT team members, including Level 2 technicians, system administrators, and network engineers, to escalate and resolve complex issues. Participate in team meetings and contribute ideas for process improvement.

Tier II:
Job expectations for a Tier II IT Service Desk Technician:

Tier II Application must be at least N or S Certified.
Minimum of 3 years of relevant work experience with information systems, processes and procedures, and knowledge of current hardware, software wide-area-networks

• Diagnose hardware failures and software/OS error codes
• Perform data recovery and hard drive / SSD cloning
• Virus removal and OS recovery (Windows, MacOS)
• Wired and wireless networking, printing & scanning troubleshooting
• Create and configure Office 365 Business Email & Manage Portal
• Ability to research problems and generate solutions efficiently
• Experienced with Office 365 Applications and troubleshooting them
• Setting up and navigating iOS and Android devices
• Open and repair/replace components in Desktop and Laptop PCs, etc.
• Frontline Help Desk support for all on-site and remote users, fielding tickets via service desk platform and remote access tools.
• Maintain IT equipment and software inventory.
• Address employee s questions surrounding Windows OS, Microsoft 365 and mobile devices.
• Familiarity with Sharepoint On-Premise and Exchange Email platform.
• Troubleshoot network connectivity issues, Video Conferencing equipment, and mobile/WiFi issues
• Help troubleshoot and manage relatively simple hardware, software or network problems and being able to recognize and escalate more difficult problems to Management.
• Offering technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software life cycle.

Tier II Position Responsibilities:

1. Advanced Technical Support: Frontline Help Desk support for all on-site and remote users, fielding tickets via service desk platform and remote access tools. Provide escalated technical assistance and support to end-users and Level 1 technicians on complex software, hardware, network, and IT infrastructure issues. Utilize advanced troubleshooting techniques to diagnose and resolve problems efficiently.
2. Incident Management: Take ownership of escalated support tickets and incidents, ensuring timely resolution within defined service level agreements (SLAs).
3. Problem Identification and Resolution: Proactively identify recurring technical issues and root causes, and develop permanent solutions to prevent future occurrences. Conduct thorough root cause analysis and implement corrective actions as necessary.
4. Systems Administration: Assist in the administration, configuration, and maintenance of servers, databases, virtualization platforms, and other critical IT systems. Perform routine system monitoring, performance tuning, and optimization tasks.
5. Network Infrastructure Management: Manage and troubleshoot network infrastructure components, including routers, switches, firewalls, and VPNs. Collaborate with network engineers to design and implement network upgrades and expansions. Networking understanding is a plus (IPv4 and IPv6,routing, switching)
6. Security Management: Implement and enforce IT security policies, procedures, and controls to protect against cyber threats, malware, and unauthorized access. Conduct security audits, vulnerability assessments, and penetration testing as required.
7. User Training and Documentation: Provide training and guidance to end-users and Level 1 technicians on IT best practices, tools, and procedures. Develop and maintain comprehensive documentation, manuals, and knowledge base articles for internal use.
8. Project Support: Assist in the planning, implementation, and management of IT projects, including system upgrades, migrations, and deployments. Collaborate with project managers and team members to ensure successful project delivery.
9. Change Management: Facilitate the assessment, planning, and implementation of changes to IT systems and infrastructure. Coordinate change requests, assess potential impacts, and ensure changes are implemented in a controlled manner.
10. Vendor Management: Engage with external vendors, suppliers, and service providers to procure IT equipment, software licenses, and support services. Manage vendor relationships, contracts, and service level agreements to ensure quality and cost-effectiveness.
11. Continuous Improvement: Participate in regular team meetings, peer reviews, and knowledge sharing sessions to enhance technical skills and knowledge. Identify opportunities for process improvement and efficiency gains within the IT service delivery framework.
12. Intermediate knowledge of an enterprise environment, (Domain, VLANs, network infrastructure, utilization of web portals, Service Desk systems, Hardware Inventory, VPN, etc
13. Time Management and Prioritization: Ability to manage multiple tasks, prioritize workload, and meet deadlines in a fast-paced environment. Capacity to triage and prioritize support tickets based on urgency, impact, and business needs. Aptitude for balancing reactive support tasks with proactive maintenance and improvement initiatives.

Salary and position offered will be based on experience. 

Benefits

• Flex PTO
• Health Care
• Dental & Vision
• Paid Federal Holidays
• Employer matched IRA contributions