The Tier II Technical Support will provide multi-site (both remote and on-site), client/user technical support in the use of desktop/laptop hardware, mobile devices; applications and peripherals; authentication issues; messaging; collaboration; voice; and automated software deployment support.
Provide Tier II technical support and exceptional customer service (both remote and on-site) in response to incoming IT service requests.
Point of contact to IT Managed Service provider for local support issues.
Provide weekly status reports.
Diagnose and troubleshoot problems with PCs, software, communications devices.
Install, troubleshoot, and replace PC laptops/desktop systems, software and peripherals.
Install, troubleshoot, and replace VOIP devices.
Diagnose printer and print issues.
Diagnose and troubleshoot potential virus/security issues.
Diagnose, troubleshoot and maintain local server systems.
Build and deploy Windows PCs using imaging and remote deployment techniques.
Ensure systems and data are secured by maintaining security standards.
Ensure ticketing system documentation is thorough, accurate, and complete.
Serve as the ticket owner for assigned PC service requests and provide timely status updates on the progress of ongoing requests.
Review and/or perform root cause analysis and document/implement long term solutions to prevent reoccurrence.
Assist in the creation, documentation and maintenance of department standards, guidelines and procedures.
Maintain up-to-date technical knowledge of systems, software, hardware, and security.
Participate in periodic departmental and vendor meetings/calls.
Travel to Easterseals sites regularly.
All other duties as assigned.
Bachelor's or Associate’s degree in a related field is preferred.
Minimum of 3 years’ experience as a Technical Support Analyst, both remote and desk-side user support.
Multisite support desired.
Valid driver’s license.
Solid technical and analytical abilities are essential along with advanced organizational, time management skills and customer service skills.
Provide professional communication to staff, affiliate organizations and business associates.
Communicate effectively with management regarding computer operations, risks, performance, and planning.
Experience with hand-held devices (i.e. iPad, iPhone and Android).
Ability to work independently.
ADA: Easterseals will make reasonable accommodations in compliance with the Americans with Disability Act of 1990. Unless exempted by the Americans with Disabilities Act, all persons hired for this position are required to possess the ability to perform the physical tasks necessary to treat clients, i.e., bending, floor-sitting, etc., as well as to have the ability to lift up to 50 pounds frequently.
Easterseals changes the way the world defines and views disabilities by making positive, profound differences in peoples' lives every day. If you are passionate about what you do, then we'd love to hear from you. Our talented, diverse and agile workforce is the cornerstone of what we do day-in and day-out, which is why we hire the best in the market. We hope you will be one of them.