Tier II Service Desk

Role: Senior Service Desk Analyst - Tier 2

Location: Johnson City, Texas

Office: First month 5 days onsite, then 3 days onsite, 2 remote

Hours: 8 am to 5 pm (some flexibility)

Payrate: $35.hr maximum rate

Contract: Through 2025. Possible extension for 2026

Client is NOT OPEN to C2C or Sponsorship or Visa Transfer

Key Skills

SCCM

Endpoint

Intune

Network +

Comp TIA A+

Active Directory

Ticketing System Experience

Some PowerShell

This position is responsible for providing advanced troubleshooting and resolution of hardware,

software and network issues, incident root cause, maintenance of corporate image and provide Tier 2 support for Service Desk Technicians.

Essential Duties and Responsibilities
? Research, diagnose and resolve problems via real-time discussions/chat with Service Desk Technicians
? Create, update, and maintain daily records in an ITIL based ticketing system
? Provide recommendations for the purchase of new equipment to meet company needs
? Provide advance technical support for all applications, tools, and utilities
? Create scripts and execute programs to manage software - Understanding of PowerShell
? Evaluate software products and make recommendations
? Be available occasional evenings and weekends for on-call agent
? Expert understanding of how technology is use in different settings ? office, field, training,
? engineering, communications
? Monitor IT systems/application performance and security
? Endpoint management - assist in the deployment and management of software updates, OS patches and security updates
? Lead by example, demonstrating best practices in troubleshooting, customer service and documentation
? Assist in developing training programs and materials for IT Service Desk
? Assist in the development and enforcement of IT policies and procedures
? Customer-focused mindset with a commitment to delivering high-quality service
? Work closely with Applications, Developers, System and Network operations staff to escalate issues to the correct group
? Proficiency with Windows operating systems and MacOS
? Strong network fundamentals, including TCP/IP, DNS, DHCP, and VPN
? Experience with Active Directory, Office 365 including Intune
? Knowledge of working with ITSM tools
? Understanding of cyber security best practices and tools

Knowledge, Skills and Abilities
? Knowledge of principles and processes for providing excellent customer service
? Knowledge of information systems, products, and services
? Skilled in multitasking, prioritizing, and changing priorities
? Skilled identifying, analyzing, and resolving problems
? Ability to communicate effectively, verbally and in writing

Minimum Qualifications
? Bachelor's Degree or related experience
? Certifications: CompTIA A+, Network+, Security+, Microsoft Endpoint Administrator Associate
? Seven to ten years of experience in computer setup and troubleshooting proficiency with Windows operating systems and MacOS
? Strong network fundamentals, including TCP/IP, DNS, DHCP, and VPN
? Experience with Active Directory, Office 365, and common enterprise applications
? System Center Configuration Manager (SCCM) Administrator training
? Intune Administrator training

Apply Job!