Senior IT Technician Tier 2

Senior IT Technician Tier 2 LHC Group Summary Serves as a point of contact for people experiencing a variety of difficulties with software and hardware. Resolve most technical issues related to our information technology. Support the end-user devices, connectivity and general applications used by the business. Provide guidance and assist IT Technician Tier 1 staff with customer issues. Document solutions to issues in the knowledge base for use by customers and other Service Desk Staff. This position is based on-site in Lafayette, LA. Responsibilities Will serve as a point of contact for people experiencing a variety of difficulties with their software and hardware Will maintain exemplary customer service by exercising a professional, friendly, and calm demeanor when communicating with customers using a variety of communication and support technologies Will document, prioritize, and monitor customer issues to ensure a timely resolution Will work with IT infrastructure and operations team members to develop solutions to user problems and update knowledgebase content to share those solutions with Tier 1 professionals as appropriate Will gain proficient working knowledge of the technology that you are responsible for supporting Will remain up to date with all new upgrades, system enhancements and changes to ensure effective solutions are given to customers Will remain current with all required continuing education and compliance training mandated by the company and supervisor Will identify trends in incoming issues and effectively communicate the finds to the next level of support Will maintain productivity standard as set forth by supervisor at or above 100% Will display a sense of urgency and drive to complete tasks quicky Will serve as escalation point for all issues that cannot be resolved at the Tier 1 level Will conduct quality checks on active and closed tickets to ensure compliance with service desk operational procedures and regulatory guidelines

Qualifications:

Education and Experience Associate's/bachelor's degree or appropriate level certifications preferred More than 4 years' experience in troubleshooting desktops, laptops, printers, mobile phones, and tablets is required Experience with network connectivity as well as working with ISP's is required Demonstrate excellent customer service skills Demonstrate strong logic skills Demonstrate strong mechanical skills Demonstrate proficiency in supporting Microsoft Windows operating system Demonstrate proficiency with Android tablets Strong mechanical skills Demonstrate Excellent verbal and written communication skills Demonstrate exceptional ability to think quickly and logically when under pressure Demonstrate strong capability to multitask and prioritize a busy workload Demonstrate the ability to train others Will support testing, implementation, and the drafting of reference material for all system, application and hardware upgrades and enhancements Will mentor and guide all Tier 1 service desk personnel in day to day tasks, remedial training, and corrective actions