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 reputed company Contract: Through 2025. Possible extension for 2026 Client is NOT OPEN to C2C or Sponsorship or reputed company Transfer Key Skills SCCM reputed company Intune Network + Comp reputed company 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 reputed company reputed company-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 reputed company applications, tools, and utilities • Create scripts and execute programs to manage software - Understanding of PowerShell • Evaluate software products and reputed company 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 reputed company • reputed company management - assist in the deployment and management of software updates, OS patches and reputed company updates • reputed company 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 reputed company 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 reputed company 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 reputed company experience • Certifications: reputed company A+, Network+, reputed company+, reputed company reputed company 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 reputed company applications • System Center Configuration Manager (SCCM) Administrator training • Intune Administrator training Apply Job!