IT HELP DESK – TIER II

OPPORTUNITY

IS Technology is seeking a Tier II Help Desk Specialist who is interested in joining an engaging and skill-building work environment. This Specialist must be knowledgeable in network infrastructure and business computer systems. The Specialist will be a problem-solver with attention to detail and documentation. This role requires a high level of interaction and communication with both internal and external customers.

OUR TEAM

IS Technology is team-oriented and people-centric. Our guiding mission is: “Empowering People | Leveraging Technology.” We support our customers in leveraging technology as a means and strategy to achieve their business goals. We enable those customers to work more securely and productively through the utilization of this technology. IS Technology offers a broad spectrum of IT hardware and support services for businesses.

The Help Desk Specialist is a professional and customer-oriented IT technician who will provide Tier II customer support for end-user incidents. The Specialist will troubleshoot, monitor, resolve or escalate technical incidents.

EXPERIENCE

• Intermediate level experience supporting network infrastructure, server hardware and software, and workstation hardware and software (minimum 2-3 years)
• Experience providing IT support via remote tools, phone, and email
• Demonstrated experience with root-cause analysis, diagnostics, and documentation
• Experience and knowledge to support, diagnose or configure:
• Windows desktop hardware and software
• Windows server hardware and software
• VOIP
• Windows Active Directory
• Backup and disaster recovery software and hardware
• Network Infrastructure including:
• Firewalls
• Switches
• Wireless access points
• Experience working within applications utilized for structured issue tracking, documentation of issues and resolutions and documentation of time
• Bachelors Degree or Associate Degree in Information Technology or related field is desired OR High School Diploma and relevant Information Technology certification(s)/training/years of experience in place of degree

RESPONSIBILITIES

• Respond to incoming calls for IT support and create associated support tickets
• Diagnose, resolve, and document IT support issues in accordance with service level agreements
• Maintain communication with customers regarding resolution progress and ticket status
• Document time and notes on all support tickets
• Contribute documentation to customer support knowledgebase
• Assist with IT inventory management and tracking internally and within customer environments
• Complete training and certifications as assigned to maintain current knowledge and skills to support customer environments
• Pre-configure network hardware or software prior to deployment
• Maintain and troubleshoot business applications including remote installation, performance analysis or redeployment of software

REQUIREMENTS

• Ability to report in person to primary work location at 12 National Ave; Fletcher, NC
• Must have clean background screening and drug screening
• Ability to lift 50 lbs to assist with IT asset deployment, IT inventory management and device pre-configuration
• Ability to participate in after-hours on call schedule rotation for support related to critical issues
• Must type with proficiency (minimum 35+ WPM)

HIRING PROCESS

What should you expect during our hiring process? Our processes are streamlined to provide the information you want regarding the role, the responsibilities and the day-to-day at IS Technology. At the same time, we seek to understand your prior experience, your technical aptitude in relevant areas, and your approach to problem solving. Although this is subject to change based on needs, our hiring manager will review resumes and schedule an initial video meeting if the resume indicates alignment. If we discover mutual interest during the video meeting, we will schedule an in-person interview at the IS Technology office with our Help Desk Manager and Director of IT. Finalizing any questions for either of us may require an additional meeting (in person or video). If we both identify a great fit, we offer employment, and you accept (pending receipt of clean screenings). Then we all celebrate our great decision.

Job Type: Full-time

Pay: $40,000.00 - $50,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• Monday to Friday
• On call

Work Location: One location

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