Tier 2 Service Desk Technician (Contract to Hire)

Tier 2 Service Desk Technician

6 Months CONTRACT-TO-HIRE

25-29/h

55-60K Salary after conversion

Aurora, CO (Hybrid)
Responsibilities:

• Provide helpdesk support and resolve problems to the end user's satisfaction.
• Perform timely workstation hardware and software upgrades as required
• Monitor and respond quickly and effectively to requests received through the IT helpdesk.
• Handle escalated technical issues from Tier 1 support, providing in-depth troubleshooting, analysis, and resolution for complex IT problems.
• Collaborate closely with cross-functional teams, including network engineers, system administrators, and software developers, to resolve multifaceted technical challenges.
• Conduct thorough root cause analysis to identify underlying issues and implement effective solutions to prevent recurrence.
• Document troubleshooting steps, resolutions, and findings in detail, contributing to our knowledge base and enhancing the support team's effectiveness.
• Communicate with end-users or clients to gather necessary information, provide updates on issue progress, and deliver solutions in a clear and concise manner.
• Assist in the training and mentoring of Tier 1 support technicians, sharing technical expertise and best practices.
• Participate in incident management processes, ensuring timely resolution of critical incidents and minimizing business disruption.
• Monitor system performance and proactively address performance issues to maintain optimal system functioning.
• Ensure compliance with security policies and guidelines, identifying and addressing security-related incidents or vulnerabilities.
• Assist in the installation, configuration, and maintenance of hardware and software systems, including updates and patches.
• Contribute to process improvement initiatives by identifying trends, suggesting enhancements, and participating in post-incident reviews.
• Provide advanced technical support, ensuring the smooth operation of IT systems, and resolving complex technical issues.

Qualifications :

• Bachelor's degree in Information Technology or equivalent work experience.
• 2-3 years of experience in a technical support or service desk role, with a proven track record of resolving complex technical issues.
• Proficiency in Window Device Management, Active Directory, Microsoft Productivity Suite.
• Strong analytical and problem-solving skills, with the ability to perform in-depth root cause analysis.
• Excellent communication skills, both written and verbal, with a customer-centric approach.
• Ability to work collaboratively in cross-functional teams and effectively manage time and priorities.
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional, Cisco CCNA) are a plus.
• Outstanding customer service skills

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