Service Desk Technician L2

Job description

Would you like to work in a dynamic fast-moving environment that values social interaction as well as technical prowess? We need people who can resolve complex technical issues effectively and efficiently through multiple mediums (chat, ticket, phone). Strong Mac OS and Windows experience required. Job Responsibilities: - Apply critical thinking to complex user requests and provides as much context and information as possible to deliver the best solutions as quickly as possible - Troubleshoot client-side network connectivity issues, including digital authentication, remote access, secure Wi-Fi and wired connectivity to the internal network - Support user requests and performs remote installations as needed - Assist remote users with access problems ranging from password resets to network access failures - Support messaging & calendaring services and content collaboration - Support issues with mobile devices - Lead in ticket processes and provides coaching for other technicians when workflow deficiencies are identified Have deep understanding of defined team metrics, such as backlog, aging, effectiveness; this technician then takes actions based on the current trends in service - At...