Provide timely and accurate Tier 2 technical support for our onsite and remote employees with a strong focus on customer satisfaction. Responsibilities include, but are not limited to, answering complex inquiries; troubleshooting to fully resolve escalated requests or issues; configuring and deploying PCs using SmartDeploy and Intune; setting up new printers and resolving printer issues; conducting new-hire orientation; installing approved software products; and maintaining conference room equipment. The Level II technician will also assist with documenting processes in our Knowledgebase to ensure clear, accurate, repeatable, and standardized procedures. Meticulously follow up on all outstanding tickets, providing status updates to end-users to ensure optimal response rates and exceptional service delivery. This includes providing the IT Customer Service Support Manager with timely progress updates on escalated issues and assigned tasks without prompting. This is a full-time, onsite position at our Newburyport campus (including some onsite support at our Portsmouth location), with hours from 8:00 a.m. - 5:00 p.m. (Work hours may be adjusted based upon business need).
Responsibilities
- Maintain a professional, can-do attitude and provide excellent customer service at every opportunity.
- Monitor, research, respond, and complete assigned tickets promptly and accurately:
- Provide the user with timely updates, communicating progress made and next steps.
- Thoroughly document all research, troubleshooting, and resolution steps in ticket notes
- For tickets involving multiple steps, document the resolution steps in the Knowledgebase for future reference.
- Prioritize tickets appropriately, with high-severity items having primary focus to ensure no user is left unproductive for an extended period.
- If further escalation is needed, collaborate with other IT members and clearly communicate the information gathered and the steps taken to date to resolve.
- Identify, research, and resolve the root cause of incidents to prevent recurrence.
- Fully accountable for handling all tickets and responsibilities assigned, providing proactive and ongoing follow-up feedback to the IT Customer Service Support Manager. This includes communicating any noted trends and/or potential issues.
- Actively possess and practice a process improvement mindset to develop, document, and communicate new procedures to resolve user issues and recommend enhancements for existing processes/procedures to further improve service delivery.
- In addition to the ServiceNow ticketing system and Trello Board tracking, closely monitor and respond to corporate email and Teams messages to ensure full accessibility and responsiveness to users.
- Perform any needed repairs and updates to hardware, software, or peripheral equipment.
- Train users on how to properly use hardware/software, and provide resource materials for future reference.
- Acquire and maintain current knowledge of relevant hardware, software, and systems to provide technically accurate solutions to users.
- Configure and deploy PCs to new hires and those needing replacement computers using a solid understanding of PC imaging tools and methods.
- Working knowledge of Intune and SmartDeploy imaging is preferred.
- Set up and support RingCentral accounts.
- Conduct New Hire Technology Orientation.
- Maintain conference room equipment at the Newburyport campus.
- Experience with Logitech Tap technology is a plus.
- Track equipment inventory, such as laptops, printers, peripherals, and Warehouse workstation equipment.
- When equipment levels are low, obtain vendor quotes to replenish stock.
- Provide a proposal to the IT Customer Service Support Manager to pull the PO and place the order.
- If urgent issues surface outside of business hours, be available to assist.
- Attend staff and client meetings, as required.
- Participate in team and department projects, as assigned.
- May be requested to perform other duties not mentioned above.
Current Technical Environment
The current environment includes a local datacenter with servers, switches, firewalls, and about 75 VMs, plus a campus network with IDFs and backup locations, and a growing cloud-based infrastructure Amazon, Rackspace, and third-party applications.
- Primarily Microsoft Windows PCs and Servers, plus some Linux
- Microsoft Entra and Intune
- SmartDeploy imaging
- Windows 11
- Microsoft Office 365 (cloud) email, calendars, Office suite (Excel/PowerPoint/Word)
- Teams, including Teams Rooms
- Active Directory for users and security groups
- VPN and MFA for local and remote users
- Primarily HP; Some Dell and Apple MacBooks
- HP, Brother, Intermec, and Zebra barcode printers
- Aruba and Juniper networks; dark-fiber local campus wiring (5 buildings)
- ServiceNow ticketing system. Netrix LLC is our 24x7 Service Desk provider
- Solarwinds network and server monitoring and alerts
- Avaya VoIP phones
- Ring Central (for Sales)
- SharePoint intranet
Qualifications
- Associate of Science degree required, preferably in computer science, business or equivalent technical certifications/training, may be considered as substitution for a college degree
- A minimum of 3 years’ experience in Service Desk Support, using a formal ticketing tracking system and SLA metrics
- Proficient in Microsoft Windows and Active Directory
- Basic understanding of networking principles and protocols
- Experience with Microsoft DNS, DHCP, and File Services
- Extensive understanding of VPN and MFA
- General knowledge of iPhones and/or Android phones; ability to support Outlook and MAPI interfaces for email and calendar synchronization
- Skilled in problem-solving, troubleshooting, and providing creative solutions to resolve problems
- Working knowledge of Excel and general reporting tools, including the ability to collect data and develop metrics to provide KPI reporting and analysis
- Behavior and teamwork:
- Focused on delivering exceptional customer service
- Displays patience and perseverance in dealing with user issues
- Excellent interpersonal and communication skills
- Possesses a positive, can-do attitude
- Advanced troubleshooting and multitasking abilities
- Excellent analytical skills, as well as focus on accuracy and attention to detail
- Self-starter who works well in a team setting
- Ability to effectively handle stress during outages, escalations, and times of concurrent demands
- Able to represent the company and IT department in a professional, positive light