Tier II Help Desk Technician

SNI Technology’s client is seeking to hire a talented IT Deskside Support Technician for an exciting, full-time, 6+ month contract position. Please note this is a fully remote position and long-term contract only position (with potential for extension beyond the initial 6mo. contract period).

Tier II Help Desk Technician
The Tier II Help Desk Technician will provide hands-on and remote support within an international, multi-site Windows and Mac Environment. This position is responsible for general ticket management and help-desk duties, including answering phone calls, emails and providing deskside Tier II level technical support. This person must also be able to effectively manage and complete tasks independently.

ESSENTIAL DUTIES:

• Monitor and respond effectively to support requests received through the IT helpdesk system.
• Troubleshoot Tier I/Tier II computer hardware and software problems for end users.
• Research and recommend purchases of computers, printers, peripherals and software.
• Work on special projects pertaining to computer equipment and software, including upgrades to operating systems and email systems.
• Image and migrate computers.
• Document processes for training purposes.
• Assist with some Network/Server level projects/tasks as needed.
• Use remote software to resolve problems that can be fixed through a remote session
• Other tasks as needed.

KNOWLEDGE, SKILLS AND ABILITIES:

• Knowledge of PC hardware, including monitors, printers, scanners and other peripherals.
• Excellent customer service disposition.
• Excellent communication skills including verbal, written, and listening skills.
• Ability to handle a wide variety of duties with minimal supervision.
• Willingness and ability to lift and/or move equipment/boxes up to 50lbs.

MUST-HAVE REQUIREMENTS:

• 3+ years of overall experience in an IT Help Desk Support role, including a minimum of 1 year of experience providing Tier II level support.
• Must have Windows 10/11 support experience.
• Must have Office 365 support experience.

PREFERRED REQUIREMENTS: Any experience in the following is a plus to have but not required.

• A+/Network+/Microsoft/Apple Certifications.
• Experience with Microsoft SharePoint 2010.
• Experience with Mac OSX and iOS support.
• Experience with NEC VOIP Phone System.

COMPENSATION RANGE
The compensation for this position is in the range of $26 to $30 per hour during the 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.