Tier II Help Desk Technician

blueRock Technologies is seeking a new member to our IT team! The Tier II Help Desk Technician postition will work along-side our Service Desk, providing first and second level IT support and troubleshooting to our clients.

Responsibilities:

Provides first and second lever end user support and software, hardware, and network assistance. Answer incoming incident tickets and service desk calls and create/update service tickets in ConnectWise Manage. Manage and triage multiple incoming priorities effectively by understanding customer needs to identify potential problems and escalate to department contact for resolution. Act as escalation point for incidents first-tier support has trouble with. Follow-up with users on status of open tickets. May install, move, add, change, maintain, and/or configure desktop computers, laptop computers, VoIP phones, mobile devices, printers, and other devices, peripherals, or accessories. Actively contribute to ongoing process improvement. Create and maintain knowledge bases with technical documentation about common problems/fixes, computer systems, servers, network layouts, and more. Record all time spent on tickets and client accounts in time reporting software on a daily basis. Submit timesheets and other cost tracking reports on a weekly basis with accuracy.

Job Requirements:

Experience of at least three years in a service desk or help desk environment. Capability to efficiently complete tasks in a fast-paced environment. Good communication skills and client service skills. Ability to work with peers in a team effort. Strong troubleshooting and critical thinking skills. Maintain a professional work ethic & demeanor. Experience in working with team members to accomplish common goals. Ability to work a weekly rotating on-call shift. Ability to analyze problems, recommend solutions and see them through to resolution.

Required Technical Skills:

In-depth knowledge of Windows 10/11 support & technical troubleshooting skills. In-depth knowledge/experience of PC imaging, software installation, user data migration and remote control support tools. Knowledge of all Microsoft Office applications and other standard office environment software, Adobe Acrobat, IE11/Edge, etc. Microsoft 365 admin experience. Working knowledge of Active Directory. Strong working knowledge of macOS. Firewall configurations including (but not limited to) SonicWall, Meraki, and Ubiquiti Understanding of networking, including (but not limited to) routing, subnets, UDP, TCP, IP, VLANs, and wireless

Job Type:

Full-time Pay:

From $45,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Health savings account Life insurance Paid time off Vision insurance Application Question(s): Are you able to work a rotating weekly on call shift? What is your salary requirements?

Education:

Associate (Preferred)

Experience:

Windows:

3 years (Required)

Mac OS:

3 years (Required)

Customer Service:

3 years (Required)

Help Desk:

3 years (Required)

Managed Service Provider:

2 years (Preferred) Ability to

Commute:

Troy, MI 48084 (Required)

Work Location:

Hybrid remote in Troy, MI 48084