What are the responsibilities and job description for the TIER II SERVICE DESK position at Advance Business Systems?
Service Desk Tier 2
WHO WE ARE
Advance is a business solutions provider that helps organizations in Maryland find better, more effective technology and processes to help improve their business and increase efficiencies.
Family owned since 1964, our mission statement has been the guiding principle behind everything we do: “We are a people company with an intense passion for improving our customer’s businesses and enhancing our team members lives”. Simply translated, we view our team members like family and our customer’s businesses as if they were our own.
We are proud of our amazing community of the best, brightest, and most passionate people who focus daily on creating unparalleled experiences and exceptional value for our customers. Our team is hardworking, highly collaborative and supportive of each other, while having fun along the way!
We hope you will take the first step toward joining the Advance team by applying for the Service Desk Tier 2 position below!
WHAT WE ARE LOOKING FOR
Advance is seeking a Service Desk Tier 2 engineer to work out of our Cockeysville headquarters to support our Managed IT clients. You will be an integral part of an award-winning Managed IT Services Team and will also interact with other internal teams, prospective and current clients and outside vendors. Advance will provide the support and training you need to personally and professionally succeed in this role.
ON A TYPICAL DAY YOU WILL
- Resolve escalated service desk tickets
- Ensure customer satisfaction and communication
- Provide documentation of all technical steps taken during troubleshooting and any necessary next steps as well as time spent with client
- Work and communicate effectively will all levels of the Managed IT Department
WHO YOU ARE
- Effective at multi-tasking and prioritizing critical needs
- Working cohesively within a Team
- Detail oriented and organized
- Comfortable with working and communicating with people at all levels of the organization
- Customer service oriented with excellent active listening skills
- Positive Mindset
- Basic understanding of Network environments and workstation operations
- A minimum of three years of Customer service experience
- Net Certification is preferred
AN UNPARALLELED EMPLOYEE EXPERIENCE
- Award-winning culture based on employee feedback
- Award winning Managed IT Services team
- Opportunities for career advancement
- Job fulfilment/purpose
- An organization you will be proud to represent
- Family-owned environment
- Fun, collaborative and supportive culture
- On-going development and training
- Established reputation for exceptional customer service for over 56 years
- Forward thinking company mindset
BEST IN CLASS BENEFITS
- Competitive compensation
- 401(K) Plan with significant company match
- Comprehensive Benefits
- HSA and FSA accounts
- Exceptional PTO package
- Partnership perks with the Ravens, Maryland Zoo & National Aquarium
- Various additional discounts & perks
- Team Community Service Opportunities
- Tuition reimbursement
Ready to start your journey with Advance? Simply click on the Apply button below. After carefully considering your application, we will contact you shortly with a response.
Thank you for considering a career with Advance, we look forward to hearing from you!