What are the responsibilities and job description for the IT Service Desk Tier II position at Tri-City Group?
Tri-City Group is currently hiring a customer-focused IT Service Desk Tier II Technician to join our team in Davenport, IA. This position provides advanced technical support to our users. Your expertise will help maintain a smooth, efficient IT environment.
Essential Duties:
- 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.
Competencies:
- Critical thinking & problem solving
- Ability to research and solve issues independently
- Good interpersonal skills & collaboration
- Excellent written and verbal communication skills
- Dedication to process improvements
- Maintain accurate system documentation
- Security awareness and sound technical judgment
- Ability to manage multiple environments, tickets, and deadlines simultaneously
- Strategic awareness
Education and Experience Qualifications:
- Degree in Computer Science, Information Technology, or a related field preferred but not required; equivalent hands-on experience in a related role will be considered in its place
- 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 working knowledge of servers, networking, and Microsoft 365
- Familiarity with ITIL processes and incident management tools
Preferred Qualifications:
- Experience working in a SOX-compliant environment
- Microsoft, CompTIA, or Cisco certification
All job offers are contingent upon the successful completion of a drug screen and reference check. Tri-City Group is an equal opportunity employer.