IT Service Desk Tier 2 Davenport IA

Tri-City Electric Co. is currently seeking an experienced and customer-focused IT Service Desk Tier 2 Technician to join our dynamic team. As a Tier 2 Technician, you will play a critical role in providing advanced technical support to our clients. Your expertise will contribute to maintaining a smooth and efficient IT environment.

Responsibilities include but are not limited to:

• 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

Required Education and Experience:

• 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.

If you thrive in a fast-paced environment, enjoy solving complex technical puzzles, and are committed to delivering exceptional user experiences, we encourage you to apply for this exciting opportunity!

All job offers are contingent upon successful completion of a drug screen and reference check. Tri-City Electric Co. is an equal opportunity employer.