Level 2 IT Support Technician
- Respond to incidents assigned to the Level 2 ticket queue and resolve client problems via telephone or in-person
- Provide level 2 technical support
- Troubleshoot software, hardware and mobile device problems
- Document client incidents in a ticket management system
- Deploy OS image builds to PC devices and perform post image system configuration
- Interact with client end-users and co-workers to diagnose and resolve problems
- Analyze, resolve, track, escalate and accurately document various technical problems
- Support feature, functionality and usage of specific applications
- Stay current on and adhere to established policies, procedures, documentation and technologies key to long-term success
- Build positive relationships with both client and teammates
- Relevant educational degree/certificate or equivalent experience
- 2+ years of hands-on desktop support experience; strong customer service skills
- Experience with image deployment methods examples include SCCM, Intune, PXE Boot or Autopilot
- Knowledge in Microsoft Office (i.e. Outlook, Word, Excel, PowerPoint, Access)
- Knowledge in Office365 Exchange Online administration
- Knowledge in Microsoft Windows, macOS, Android and iOS Operating Systems
- Knowledge of Citrix and VPN
- Knowledge of Active Directory and user account changes
- Technical aptitude with strong PC and mobile device literacy skills
- Self-starter with a desire to learn and that works well in a team environment
- Strong written and verbal communication skills; attention to detail
- Ability to follow, adhere to and offer improvement to documented processes
Mike McGlauchlin
Recruiter – Technology Services
LaSalle Network
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