Job Openings >> Help Desk Technician - Tier 2
Help Desk Technician - Tier 2
Summary
Title:Help Desk Technician - Tier 2
ID:1277
Department:Information Technology
Description

ATA Employment Solutions (Formerly Center Point Business Solutions) is accepting applications for a Help Desk Technician for a Tier 2 support position in Memphis, TN. You will be expected to provide quality support to clients for a variety of technical issues. You will be fixing issues both remotely and on-site. You will assist with projects which may range in complexity from new computer rollouts to complete network rebuilds, server setups, and internet connectivity troubleshooting. *Please note that ATA Employment Solutions is not a staffing or temporary agency.
 

FLSA Status: Exempt
Salary: $45,000 - $60,000 depending on experience & education
Benefits: Medical, dental, vision, retirement plan with employer match, paid time off, and paid holidays
Hours: Monday - Friday. 8am-5pm. Some overtime may be required but is very limited
Location: Memphis, TN and the surrounding area. This is not a remote position.


DUTIES AND RESPONSIBILITIES:

  • Install, upgrade, support and troubleshoot printers, computer hardware, mobile devices, Windows OS, Microsoft Office and other authorized desktop applications and peripheral equipment
  • Troubleshoot problem areas (in person, by telephone, or via remote access) in a timely and accurate fashion, and provide direct end user assistance where required
  • Install, diagnose, repair, maintain, and upgrade hardware and equipment (including but not limited to PCs, laptops, printers, scanners, and cell phones) to ensure optimal performance
  • Perform general preventative maintenance tasks on computers, laptops, printers, and any other authorized peripheral equipment unless prohibited by existing customer warranties
  • Responsible for monitoring, operating, managing, troubleshooting, and restoring service to client personal computers (PCs) or laptops that have authorized access to the network
  • Anticipate trends by monitoring and analyzing incoming calls, problems, and support requests
  • Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software
  • Clean and repair computer hardware, such as keyboards and printers
  • Use approved tools and methodologies to image, copy and configure systems for deployment
  • Familiarize and train end users on basic software, hardware, and peripheral device operation
  • Take ownership and responsibility of queries, issues, and problems (tickets) assigned
  • Maintain adequate knowledge of approved operating systems and application software used to provide a high level of support
  • Maintain and consistently demonstrate a general knowledge of company guidelines, processes, practices, and procedures
  • Additional duties as assigned by Management

REQUIRED QUALIFICATIONS:

  • Experience working in the MSP sector
  • Minimum of 3-year experience with PC hardware and operating systems including installation, maintenance, and troubleshooting
  • Physically able to handle equipment (ability to lift up to 50 lbs.)
  • Above average analytical, technical, and oral/written communication skills
  • Willingness to learn new skills and other software programs needed to complete task assigned
  • Ability to prioritize and handle multiple tasks accurately to meet deadlines
  • Must present positive & professional image
  • Strong problem-solving skills
  • Good interpersonal skills
  • Must be punctual and dependable
  • End User friendly attitude with a passion for information services support
  • Ability to setup and support Macintosh Hardware/Software a plus
  • Desire to continue education or self/education in the computer technology area.

PREFERRED QUALIFICATIONS BUT NOT REQUIRED:

  • Bachelor’s degree in Computer Information Systems, Computer Science, or Associates’ with 3 years’ Support Technician experience
  • A+ Certified
  • CompTIA Certifications
  • Citrix and Terminal Services
  • Knowledge of ConnectWise, Automate, and Screen Connect
  • Fortinet

 

 

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