Portfolio Jobs

SUMMARY

The IT Support Technician Tier 2 will have substantial job skills and adhere to company policies and procedures to complete a wide range of moderate to substantially difficult tasks in a resourceful and effective way. This role involves using judgment to resolve issues and should understand the implications of those decisions. You will primarily follow established procedures for routine work but may be required to determine new methods and procedures and write instructions when handling new or unfamiliar assignments. You should be comfortable handling any common problem in our corporate-wide applications. Your work requires little supervision and only reviewed at critical points.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• This role provides technical assistance to end-users, troubleshooting of hardware and software issues, delivers exceptional customer service, and leads the evolution and betterment of company processes.
• This role must have strong capabilities in both Mac and PC operating systems.
• Familiarity with meeting room A/V systems and knowledge of troubleshooting will be required
• Plays a critical role in ensuring the smooth operation of IT systems within the organization and contributes to the development of company objectives and principles to achieve goals in creative and effective ways.
• Works on assignments that are moderately difficult, requiring judgement in resolving issues or in making recommendations. Normally receives little instruction on daily work.
• Your ability to apply your technical expertise and adapt to various situations will contribute to the overall success of IT operations and enhance the user experience.
• You will primarily follow established procedures for work but may be required to determine new methods and write instructions when handling new or unfamiliar assignments

MINIMUM SKILL & QUALIFICATIONS:

• Candidate should have 3-6 years working in information technology or related field
• Strong customer service and communication skills, both written and verbal.
• Demonstrated knowledge on Windows and Mac, a cloud identity tool like Okta, and a MDM tool

EDUCATION, TRAINING AND EXPERIENCE:

• Certifications (preferred) in one or more of the following: CompTIA A+, Network +, Security +, Cloud +, Okta, Talkdesk, Microsoft, HDI
• Bachelor's or Associate's Degree in a computer or technology related field of study helpful by not required
• 3-6 years of experience working in information technology support and service
• Experience taking ownership of a given task or responsibility, improving it, and reporting on it

METRICS THAT MATTER:

• Ensure that all newly hired employees have fully operational hardware on first day of employment, and every day thereafter
• Maintain accurate asset inventory of hardware and applications
• Maintain employee survey satisfaction ration at or above 90%
• Ensure yearly audits are completed with zero compliance exceptions on work done in contribution towards the audits
• On an "as needed basis”, provide mentoring to lower-skilled Technical Support colleagues