Help Desk Support (Level 2)
Do you love helping people solve technical issues and being the 'hero' of the day?
Do you have a passion for computers and technology?
Wouldn't it be great to get 'paid to play'?
About the Job
The Level 2 Service Technician will be responsible for providing remote/in-house and onsite support for desktop, server, printer and peripheral issues as needed by the client for Binary Science, Inc.® and our newest division, Fixed Fee IT®. The Level 2 Service Tech will also assist with new desktop roll-outs and server roll-outs, and will work closely with Level 1 Help Desk Technicians and upper-level consultants to ensure that the clients’ needs are consistently being met.
Principal Responsibilities:
- Works with and assists the Level 1 Help Desk Technician's and Level 3 Consultants by providing computer software and hardware support for various clients in-house, remotely, and via phone support as it relates to desktops, printers and peripherals. The Level 2 Tech will also assist in server maintenance and support.
- Troubleshoot, repair and prepare computer systems, hardware and computer peripherals. Understands commonly used concepts, practices, and procedures. May set up or troubleshoot hardware/software issues for staff.
- Provides training to clients via phone support or onsite support on how to use new or modified equipment, to maximize the value the client receives from our service and the technologies they purchase.
- Prepares documentation, checklists, training materials and standard documents to ensure a high-quality of service delivery.
- Thoroughly tests all work, and ensures that client business systems are fully functional and meet the clients' business needs.
- Assists in monitoring clients' network connection and backup systems.
- Responds to service requests that have been escalated by the Help Desk and works with upper-level consultants to resolve.
- Fosters and maintains professional relationships with clients and peers to meet or exceed our expected customer service commitment.
- Schedules and coordinates appointments.
- Contacts vendors for technical support and part procurement both electronically and by telephone.
- Ability to adapt to and quickly learn new technologies and products. Takes ownership of issues and shows professionalism and control at all times.
- Submit timesheets promptly, thoroughly and accurately, with appropriate breakdown of billable time by activity, to ensure company profitability and meet billed utilization goals for the position.
- Continually improve technology and professional skills.
- Uses own vehicle to drive to and from clients (if applicable).
Basic Requirements:
- 3 years minimum of current IT experience
- Industry certifications preferred, such as MCSE, MCSA, MCITP, A+, Network+
- Experience supporting small and mid-sized business computer networks
- VMware or similar product experience
- Manages time effectively and has strong organizational skills
- Has a passion for technology
- Excellent written and verbal communication skills
- Proven ability to provide outstanding customer service
Excellent benefits package, competitive wages, mileage reimbursement, profit sharing plan, unlimited learning potential, training and advancement opportunities, plus a cool place to work at!
Discover your potential! If you think you have what it takes and would like to be a part of our team, we'd love to hear from you. Apply today!
If you would like to be a part of our team and think you have what it takes, we'd love to hear from you! Please apply today by sending us a cover letter and resume to this email address.
Due to the quantity of resumes that we receive, we ask that there be no telephone inquires please.
