IT Service Desk Tier II

Tri-City Group is currently hiring a customer-focused IT Service Desk Tier II Technician to join our team in Davenport, IA. This position provides advanced technical support to our users. Your expertise will help maintain a smooth, efficient IT environment.

Essential Duties:

• Advanced Troubleshooting: Investigate and resolve complex technical issues escalated from Tier 1 support. This includes hardware, software, network, and application-related problems.

• Incident Management: Handle escalated incidents, ensuring timely resolution and adherence to Service Level Agreements (SLAs). Collaborate with other teams when necessary.

• User Support: Provide personalized assistance to end-users, addressing their technical queries, concerns, and requests. Offer guidance on best practices and efficient use of IT resources.

• Application Support: Assist users with software installations, configurations, and troubleshooting. Familiarity with common business applications (e.g., Microsoft Office Suite) is essential.

• Hardware Maintenance: Diagnose and repair hardware issues, including desktops, laptops, printers, and peripherals. Coordinate with vendors for warranty repairs or replacements.

• Documentation and Knowledge Base: Contribute to the knowledge base by documenting solutions, workarounds, and troubleshooting steps. Share insights with the team to enhance overall support efficiency.

• Remote Support: Provide remote assistance to users across different locations. Proficiency in remote desktop tools and troubleshooting is crucial.

• Collaboration: Work closely with other IT departments to ensure seamless service delivery. Participate in cross-functional projects as needed.

• Security Awareness: Stay informed about security threats, vulnerabilities, and best practices. Assist in user education related to cybersecurity.

• Continuous Improvement: Identify areas for process improvement and contribute to enhancing the overall IT support experience.

• Other duties may be assigned, as needed.

Competencies:

• Critical thinking & problem solving

• Ability to research and solve issues independently

• Good interpersonal skills & collaboration

• Excellent written and verbal communication skills

• Dedication to process improvements

• Maintain accurate system documentation

• Security awareness and sound technical judgment

• Ability to manage multiple environments, tickets, and deadlines simultaneously

• Strategic awareness

Education and Experience Qualifications:

• Degree in Computer Science, Information Technology, or a related field preferred but not required; equivalent hands-on experience in a related role will be considered in its place

• Minimum of 2-3 years of experience in IT support, with a focus on Tier 2 or advanced technical assistance

• Proficiency in Windows and macOS operating systems

• Strong working knowledge of servers, networking, and Microsoft 365

• Familiarity with ITIL processes and incident management tools

Preferred Qualifications:

• Experience working in a SOX-compliant environment

• Microsoft, CompTIA, or Cisco certification

All job offers are contingent upon the successful completion of a drug screen and reference check. Tri-City Group is an equal opportunity employer.

Department

Information Technology

Employment Type

Full-Time

Minimum Experience

Mid-level