Help Desk Level ll

Overview This position sits within our IT Infrastructure division, which handles the combined set of software, hardware, networks, and facilities used to develop, test, deliver, monitor, control, or support IT Services. The Opportunity The System Administrator - L2 focuses on major issues or challenges that could not be solved by the Level 1 technical staff. The Level 2 Administrators are often employees with extensive company experience as well as in-depth training and certifications in technical support and troubleshooting. During their workday, the Level 2 Administrators generally review the ticket sent by the first level of support to identify the major technical challenges and what solutions they've already tried. Then they talk with the customer to learn more specific details about the issue and work through different troubleshooting techniques. If they do not have the ability to solve the problem, they send the customer to the Senior System Administrator. Responsibilities What You'll Be Doing Resolve complex issues requiring detailed system and application knowledge with tickets that have been escalated from Level 1 and may include other BackOffice teams for assistance. Once the issue have been resolved, help the Level 1 Admin understand what was done to resolve it Maintain system capabilities by testing existing equipment and programs Testing new systems, software, and configurations that have been passed down from the Senior System Admin, OPS, or Security Train users on proper use of hardware and software, if beyond knowledge of Level 1 Manage and train Level 1 support technicians Proactively Repair and replace equipment as needed Provide onsite and remote support to end users Leads AV setups as needed for meetings in the Cincinnati location Assists internal customers with Windows and Mac OS device issues/concerns Advanced ability to work in Active Directory, Azure, and Intune Provides individual and/or group instruction and training to System Administrators, Employees, or Management on new or updated technologies. May work on department projects that are assigned by the Service Delivery Manager or Senior System Administrator Performs moderately advanced technological systems support, maintenance, and testing for proper upkeep of systems; may troubleshoot and resolve moderately complex system hardware, software, and network failures and conflicts. Participates in the review, evaluation and recommendation of solutions relating to hardware and software acquisitions with Service Delivery Manager and/or Senior System Administrator. Serves as a primary project member on technology projects with moderate scope and impact; may provide guidance and integration of other staff work. May participate on technology projects with large scope and broad organizational impact. Maintains currency of advanced knowledge with respect to technology, equipment, security regulations, standards and/or systems. Will create documentation for knowledge base, users, guidebook as needed. This job description in no way implies that the duties listed here are the only ones that team members can be required to perform Qualifications What You Bring to the Team A 2- or 4-year degree, with the ability to demonstrate the required skills for the role. 2-4 years of experience as a IT Support person Required certifications: Microsoft Azure, Intune, A+, Network+, MCP. Required MacBook skills and experience including but not limited to: App installation ability without using the App store Adding/Removing Apps from the dock Adding Bluetooth devices Printer installation Configuration of multiple monitors on a MacBook Formatting and reloading a MacBook Ability to locate serial number and specs on a MacBook Connecting to Wifi Some exposure with JamF Additional preferred certifications: MCITP: Windows Enterprise Desktop Administrator MCITP: Windows Enterprise Desktop Support Technician Previous experience support Level 1 support people. Demonstrated knowledge in applicable areas of technology. Self-starter capable of working independently with minimal supervision, using independent judgment in business-impacting matters. Excellent customer service, troubleshooting, and problem-solving skills, applicable in handling technical support phone calls, voice messages, emails, and monitoring helpdesk ticketing systems. Proficiency with Microsoft Server and workstation operating systems, all versions of Microsoft Office suites, and related company applications such as Cisco remote/VPN, SharePoint, and ERP accounting software. Familiarity with all types of server hardware and network equipment. Demonstrated initiative to stay current with the latest developments in hardware and software used by the company. Excellent oral and written communication skills, particularly for telephone and email interactions. Physical Demands and Work Environment: The physical activities of this position include frequent sitting, telephone communication, working on a computer for extended periods of time. Visual acuity is required to perform activities close to the eyes. This position is considered hybrid. Team members are expected to have an established workspace. E-Verify Statement ConstructConnect utilizes the E-Verify program with every potential new hire. This makes it possible for us to make certain that every employee who works for ConstructConnect is eligible to work in the United States. To learn more about E-Verify you can call or visit their website. E-Verify® is a registered trademark of the United States Department of Homeland Security. Privacy Notice

Created: 2024-11-05