Help Desk Support Technician, Tier II (Scotts Valley, CA)

Department: Help Desk

Employment Type: Full Time

Location: Massachusetts, Massachusetts, BCS365 - Remote, Hybrid

• Must be authorized to work in the U.S. 
• This is a full-time, direct hire position.
• Schedule: Monday - Friday, 10:00 AM - 7:00 PM (PT)
• Must be able and willing to provide local, on-site support in the Scotts Valley, CA area as needed.
• Reliable transportation required.
• Compensation Disclaimer: The pay range listed for this position is based on market data and reflects the company’s good faith estimate of what it reasonably expects to pay. Actual compensation may vary depending on geographic location, relevant experience, and other job-related factors. This range also accounts for potential growth and progression within the role. Final compensation will be determined after a successful interview process and may be discussed in more detail during later stages. 

Essential Duties and Responsibilities

• Provide Information Technology Support (ITS) relating to desktop technical issues involving Microsoft’s core business applications, operating systems for PC (Windows 7+), MAC (OS X) and peripherals. 
• Function as the first point of contact to the customer for all types of service requests. 
• Required to be on Phone Support when not actively working a case. 
• Process service requests as they arrive through direct customer call or other communication vehicle. This includes but not limited to: 
  • Create new cases in ticketing system: Obtain and evaluate all relevant information for service issues and requests, according to procedures.
  • Self-Assign incoming cases by identifying and investigating users' questions and problems and providing immediate solutions when applicable.
  • Escalate client support cases that cannot be remedied quickly to appropriate resource following the escalation process and procedures.
• Responsible for entering time and all work with proper updates in ticketing system as it occurs. 
• Apply technical knowledge to quickly resolve end user related opportunities such as password resets for the various applications supported. 
• Addressing email related issues (i.e., creation of distribution lists, shared mailboxes, etc.) 
• Addressing phone related issues (Apple and Android) via Intune or other MDM. 
• Administering security group permissions on files shares, SharePoint and other applications per policy. 
• Troubleshoot network connectivity, printer issues, and collaboration applications. 
• Responsible for technical break/fix support for all ITS Systems currently deployed in production. 
• Interface and maintain effective communication with business users and other ITS team members when analyzing, updating and resolving cases. 
• Responsible for administration, maintenance and second level support of back-end global ITS systems. 
• Author and maintain technical documentation on system support models, common issues and solutions, as well as self-service documentation for end users to reference in the ITS Knowledge Base.  
• Identification of opportunities for continuous improvement of systems in production. 
• Communication with customers as required: keeping them informed properly in ticketing system of incident or request progress and notifying them of impending changes base on client’s SLA. 
• Maintain acceptable KPI’s levels to meet expectations. 
• Collaborate with Dispatchers and Help Desk Manager to ensure requests are routed to the proper resource to be resolved quickly and efficiently. 
• Data entry may be required for new and active clients on Ticketing system. 
• Identify proactive ways to reduce the number of issues and support calls in the environment (reduction in quality, interruption or failure of an ITS service). 
• Onsite work at client locations will be required as needed.  
• Other duties as assigned. 

• Demonstrate exceptional customer service skills to exceed customers’ expectations and to minimize escalations by taking ownership of customer reported issues. 
• Illustrated diplomacy, tactfulness and empathy when dealing with customers. 
• Exemplified ability to defuse escalations and high-tension situations. 
• Well-developed ability to appease customers experiencing service outages and difficulties. 
• Ability to listen actively and ask clarifying questions to seek understanding. 
• Experience going above and beyond the duty to delight customers. 
• Must have a genuine drive for customer satisfaction and retention. 

• Interface and maintain effective communication with business users and other ITS team members when analyzing, updating and resolving cases. 
• Skills in troubleshooting, solving problems and root cause analysis. 
• Excellent organizational and time management skills.  
• Capability to manage own workload while meeting team goals and business needs of the company. 
• Proven aptitude to work well in a team or independently with minimum supervision. 
• Desire and capability to work and make timely decisions in a rapidly changing and uncertain environment. 

• Ability to troubleshoot complex problems, analyze root causes and educate customers to perform troubleshooting. 
• Broad knowledge to assist customers with troubleshooting customer equipment (CPE, computers), inside wiring (IW) and using their products and services. 

Competencies, Skills, and Qualifications

• Education:  Bachelor’s degree in computer science or related field 
• IT Experience:  4 years minimum 
• Previous MSP experience, or experience supporting external customer base 
• Must have O365 Admin, Azure (AAD) and On-Prem AD experience 
• Familiar with Group policy and Conditional access policy (CA) 
• Experience with ServiceNow and Automate RMM 
• Advanced understanding of operating systems (Windows 10 or higher and MAC OS X), printing systems, network topology and infrastructure terminology 
• Required Certifications: One or more of the following: CompTIA or A+, Network+, Microsoft MCP, MS 900, AZ 900 
• Preferred Certifications: MS 102, AZ 104 or CCNA 
• Continually advancing your knowledge base through certification courses 

• Physical requirements include standing or sitting for extended periods of time, bending, kneeling, twisting, and lifting up to 75 lbs. 
• Must be able to use a computer, handle IT equipment, and communicate with customers. 

Perks & Benefits

• Insurance Coverage: Health, Dental, Vision, Life/AD&D, Long-Term Disability, Accident, Hospital Indemnity, Critical Illness
• Paid Time Off (Vacation, Holidays, Birthday)
• 401k Retirement Plan with Company Match
• Peer-to-Peer Recognition
• Learning and Development
• Pet Insurance
• Fun On and Off-Site Events
• Referral Bonus Program
• Employee Assistance Program