Level 2 Support Technician

The Level 2 Support Technician is a member of the 84 Lumber Deskside Support team and provides IT support to Team Headquarters, Stores and Component Plant associates for a wide range of technologies including hardware, software, networking, and telecommunications. The Level 2 Support Technician will provide exceptional customer service and will help ensure all aspects of client technology configuration, performance, and operation meet 84 Lumber standards to deliver high levels of associate productivity and customer satisfaction. 

• Receive and accurately log all support requests in a timely manner using 84 Lumber Incident Management tools
• Respond to, identify, and resolve known issues leveraging both general IT knowledge and 84 Lumber knowledge assets
• Collaborate with Level 3 IT associates to troubleshoot more complex incidents, assist with local site installations, configuration and troubleshooting of infrastructure technology which may include routers, switches, infrastructure cabling, servers, and printers
• Perform post-resolution follow-up to ensure reported incidents have been successfully resolved
• Engage third-party support partners as required
• Configure, ship and receive technology equipment as required including desktops, laptops, printers and various peripherals to stores and remote associates.
• Pursue continuous learning to maintain a level of technical competency and business awareness to provide superior customer support services as new technologies are implemented
• Maintain frequent communication with peers and IT teams to stay aware of issues or changing process/standards
• Travel to 84 Lumber headquarters and store locations as required
• Project Management support for small scale client technology deployments
• On-boarding of new hires including equipment setup, orientation, and initial training

• Bachelor’s Degree (Business Administration, Computer Science or related field) or equivalent experience
• 3 years of experience with Microsoft Office 365 Suite, HP Servers, laptop and desktop hardware, ServiceNow, Active Directory, BigFix Management Suite, Windows 11, remote control technologies such as Microsoft Remote Desktop, Virtual Machines, Terminal Emulation programs, SCO Unix, Aruba wired and wireless networks and Avaya PBX/IP Telephony
• Ability to ask appropriate and meaningful questions to gain a clear understanding of technical issues and use this information to determine the most appropriate urgency and course of action
• Strong commitment to customer service in both words and actions
• Ability to work with minimum supervision, proactively follows up on outstanding issues/tickets with attention to detail
• Ability to manage multiple tasks with changing priorities
• Strong analytical, prioritizing, communication, and problem-solving skills
• Ability to work in a fast-paced and deadline-oriented environment
• Prior experience with retail store operations and technologies preferred