Duties
Provide Tier 2 technical support for a wide range of IT issues, including hardware, software, network, and other system-related problems.
Diagnose and resolve complex technical issues efficiently, ensuring minimal downtime for clients.
Escalate unresolved issues to Tier 3 support or other relevant departments, coordinating closely to achieve timely resolutions.
Contribute to the development and improvement of support processes and documentation, including knowledge base articles, troubleshooting guides, and FAQs.
Work collaboratively with the IT support team, sharing knowledge and best practices to enhance team capabilities and service levels.
Participate in on-call rotation for after-hours support, addressing critical issues that may arise outside of normal business hours.
Stay abreast of the latest technology trends and advancements, leveraging this knowledge to better support clients and contribute to the company's growth.
Mentor Junior Technical Support Team Members, fostering an environment of learning and growth.
Adhere to schedules and Standard Operating Procedures (SOPs) for seamless team operation.
Champion security best practices, contributing to a secure and efficient working environment.
Drive continuous improvement by suggesting and implementing innovative changes.
Assist the projects team as needed, contributing to both on-site and remote project delivery.
Utilize our Remote Monitoring and Management (RMM) dashboard for proactive issue resolution.
Execute and monitor regularly scheduled and automated tasks as defined by our operational processes.
Experience & Certifications
Associate's degree in Information Technology, Computer Science, or related field.
At least 3 years of experience in IT support, with a minimum of 1 year in a Tier 2 support role or equivalent.
Strong technical knowledge and hands-on experience with IT infrastructure components, including desktops, laptops, servers, networking devices, and cloud services.
Proficiency in Windows and Mac OS environments, as well as various software applications and tools.
Excellent problem-solving skills, with the ability to diagnose and resolve complex technical issues effectively.
Strong communication skills, both written and verbal, with the ability to explain technical concepts clearly to non-technical users.
Current certifications (e.g., CompTIA A+, Network+, Security+, Microsoft Certified: Windows Server Fundamentals, etc.) are highly desirable.
Non-skill Requirements
Sr IT Support Specialist (Tier 2)
Job Type: Full-time
Pay: $20.00 - $25.00 per hour
Expected Hours: 40 per week
Experience Level: Minimum 2 years
Schedule: Monday to Friday
Work Location: In-person
We are currently seeking a highly skilled and motivated Senior IT Support Specialist (Tier 2) to join our dynamic team. This role is pivotal in providing advanced technical support, troubleshooting complex issues, and ensuring the highest level of service delivery to our clients. The ideal candidate will have a passion for technology, a problem-solving mindset, and a dedication to continuous learning and improvement.
Roseburg, OR
