Tier II Help Desk Technician

SNI Technology’s client located in Colorado Springs, CO is seeking to hire a talented Tier II Help Desk Technician for an exciting 4 month-contract-to-hire opportunity. Please note this is a fully onsite position and work from home/remote work options will not be provided.

TIER II HELP DESK TECHNICIAN
The Tier II Help Desk Technician will provide front line support for users and remote location users. The Tier II Help Desk Technician responds to telephone calls, email and personnel requests for technical support. Documents, tracks and monitors the problem to ensure a timely resolution. This person provides solutions to customer problems to ensure customer satisfaction and productivity. This involves researching, analyzing, resolving, and responding to intermediate-to-complex problems via telephone, e-mail, and callbacks. This position has frequent contact with end-users and Managers from all internal Departments; also, may have contact with third-party software, network and hardware vendors, resellers, or distributors. This position ensures detailed call logging in work order system.
 
DUTIES:

• Log work orders and ensure timely follow-up of projects before and after completion.
• Be the Tier II point of contact for all inbound phone calls into the IT department.
• Handle front line trouble calls for Automotive specific software, Microsoft Operating Systems, Microsoft Office, and Internet browser related issues and requests.
• Manage employee setup and user security within all managed systems including Active Directory, Cisco Call Manager, and Microsoft Reporting Services.
• Handle management and follow-up of work order database system.
• Handle web site related support requests to include CMS changes, page adds/changes and working with vendors to resolve technical issues and requests.

 
REQUIRMENTS:

• A minimum of an AA Degree is required (4-year BS degree preferred)
• 2-3 years of customer support experience in an IT help-desk environment. Ideally no more than 5 years of total experience in a similar role.
• Strong listening skills with ability to empathize, focusing on customer service; exceptional oral and written communication skills with all levels of customer, peers and managers via documentation, telephone and email.
• Ability to respond to common inquiries or complaints from customers, management and partners.

COMPENSATION RANGE
The compensation for this position is in the range of $26 to $27 per hour during the 4-month contract duration of the assignment. Please note your actual pay rate will be determined based upon your skills, knowledge, and abilities, including work experience – please talk with your recruiter to learn more.