Service Desk Technician L2

Job description

How You Will Make a Difference: •Occasionally attend regional offices if needed •iOS support experience is a significant standard for our projects •Utilize ticketing system and knowledge base content •Working off knowledge base content •Experience with tools like Jira, Slack, Google Suite, Okta (SSO), Zoom, 2FA, and Admin Support is beneficial •Apply critical thinking to resolve complex user requests efficiently •Troubleshoot client-side network connectivity issues, including digital authentication, remote access, and secure Wi-Fi •Supports user requests and performs break/fix or remote installations as needed •Assists remote users with access problems ranging from password resets to network access failures •Support messaging & calendaring services and content collaboration •Provide user-facing support for mobile devices •Lead in task (ticket) processes and provide coaching for other Technicians •Understand team metrics and take actions based on current service trends •Attend and participate in weekly team syncs, contributing to actionable discussions •Actively seek answers when technically challenged, displaying learning agility •Seek feedback from other Help Desk Technicians for...