Tier 2 Help Desk Technician

Company: Layer8 Consulting, Inc.

Location: Tampa, FL

Title: Tier 2 Help Desk Specialist

Pay Range

$25-$27 per hour

SUMMARY

Layer8 Consulting has an opening for a Tier 2 Help Desk Specialist that will provide support to end users on a variety of issues. This individual will be a hands-on member of the Desktop Support team responsible for providing Windows & iOS support for one of our current clients. This is a customer-facing role that requires excellent customer service skills.

The successful individual will provide both phone and desk-side support at our customer’s Tampa Florida campus. This position is a 1-year full-time contract position with the possibility of permanent on-going employment.

RESPONSIBILITIES

• Troubleshoot computer system problems and provide solutions using available resources
• Follow established policies, procedures, operating instructions and processes to provide quality customer support
• Log and properly document all issues, follow-up, and resolution information for each assigned ticket
• Proactively seek out solutions to less common problems and develop workarounds
• Utilize resources such as FAQ's, knowledge base, white papers, websites and resolved ticket information
• Maintain working knowledge through on-going training and self-initiated research / study
• Demonstrate a consistent sense of urgency on high priority issues to ensure timely resolution
• Provide training & assistance to other clients and team members as required

REQUIREMENTS

• U.S. Citizen with valid driver’s license
• Demonstrate excellent communication skills
• Ability to multi-task in fast paced environment
• Ability to exercise patience and professionalism during stressful situations
• Self-driven and motivated
• Ability to lift equipment weighing up to 50 pounds

DESIRED SKILLS

• Working knowledge of Windows 10 Operating Systems
• Experience working with Help Desk ticketing systems
• Experience with Active Directory Administration
• Ability to quickly learn new software, hardware, and processes
• Working knowledge of Apple iOS and familiarity with iPhones
• Ability to work independently
• Two years of desktop & laptop troubleshooting
• Excellent customer service skills
• Time management and organization skills

BONUS SKILLS

• Experience creating & working with imaging technology
• Microsoft or Technology based Certifications
• Dell PC repair Certification
• Understanding of Basic Networking Protocols

All candidates must be U.S. citizens and will be required to pass a standard background check and drug test.

Client Focused. Results Driven. ™

Job Types: Contract, Full-time

Pay: $25.00 - $27.00 per hour

Benefits

• Health insurance

Experience

• Customer service: 2 years (Required)
• Troubleshooting: 2 years (Required)
• Windows: 2 years (Required)

Work Location: In person