Technical Support, Lead Associate

Job description

Responsibilities Position Overview The Tier 2 Service Desk Technician provides advanced technical support to end users, resolving issues that require deeper expertise than Tier 1 can provide. This role focuses on deskside support, hardware troubleshooting, software assistance, and network problem resolution. The technician will work closely with internal teams to ensure timely and effective issue resolution while maintaining a high standard of customer service. Key Responsibilities • Provide deskside support for PC hardware, peripherals, printers, and related equipment • Troubleshoot and resolve issues with Windows operating systems and Microsoft Office applications • Support mobile devices, including iPads and iPhones, with configuration, connectivity, and application issues • Diagnose and resolve intermediate to advanced network connectivity problems • Handle and resolve incidents escalated from the Tier 1 Service Desk • Document troubleshooting steps, resolutions, and recommendations in the ticketing system • Collaborate with IT staff to identify recurring issues and recommend long term solutions • Maintain a strong customer service focus while working directly with end users •...