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Tier 2 Technology Analyst

Remote: 
Full Remote
Experience: 
Mid-level (2-5 years)
Work from: 
Ohio (USA), United States

Offer summary

Qualifications:

6+ years of technical support experience, Associate’s degree in computer science or equivalent.

Key responsabilities:

  • Support Key's computer platforms at various locations
  • Provide second tier computer system support
  • Deliver high level customer service
  • Troubleshoot Microsoft Windows and Apple MAC OS computers
  • Document and monitor problems for timely resolution
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Horizontal Talent Human Resources, Staffing & Recruiting SME https://www.horizontaltalent.com/
201 - 500 Employees
See more Horizontal Talent offers

Job description

Required Skills

  • 6 + years of technical support experience in a computer support environment.
  • Possess an associate’s degree in computer science and/or business, or the work experience equivalent.
  • Work within a customer oriented, positive team environment.
  • Demonstrate strong interpersonal, oral, and written communication skills for communications to technical and non-technical staff.
  • Exhibit computer problem solving capabilities with experience in root cause analysis
  • Possess working knowledge of computer theory and support
  • Provide knowledgeable support on multiple complex projects and initiatives within scope, budget and timeline.
  • Track corporate IT assets throughout computer lifecycle
  • Manage desktop systems
  • Install, support, and maintain desktop applications
  • Provision applications using Microsoft System Center Configuration Manager (SCCM)
  • Support desktop and mobile operating systems
  • Open tickets to track work performed for line of business partners


Desired Skills

  • Support desktop and mobile operating systems
  • Configure network connectivity, including mobile computing
  • Demonstrate functional knowledge of information security and best practices
  • Possess excellent customer service skills, be detail oriented and organized


Essential Job Functions

  • Engage in the support of Key’s computer platforms at corporate, campus and data center locations.
  • Provide second tier support of computer systems within the corporate space
  • Provide high level of customer service to Key's internal client base
  • Effectively communicate with the end user
  • Setup, maintain and troubleshoot Microsoft Windows and Apple MAC OS computers
  • Complete work on assigned tickets within SLA
  • Document, track, and monitor problems to ensure a timely resolution
  • Use industry standard concepts, practices, and procedures
  • Rely on documented and established guidelines to perform the functions of the job. Contribute to existing knowledge base based on experience and technology evolution.
  • Be detail oriented and thorough, must follow tasks through to completion
  • Communicate using excellent grammar and listening skills
  • Work closely with team and produce clear documentation
  • Remain clearly focused while multi-tasking
  • Learn new things and quickly adapt to new procedures and requirements
  • Identify, document, and make recommendations to third tier support on improvements based on incident data and frequency

Required profile

Experience

Level of experience: Mid-level (2-5 years)
Industry :
Human Resources, Staffing & Recruiting
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Other Skills

  • Communication
  • Multitasking
  • Teamwork
  • Organizational Skills
  • Detail Oriented

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