Genesis10 is seeking a Service Desk Technician - Level 2 for a hybrid contract to hire position with a leading client in Monroeville, PA.
Pay: 25-35/hr W2
Job Description:
As a Service Desk Technician - Level 2 you will be responsible for supporting client's client companies located throughout the Greater Pittsburgh Area. This includes actively resolving escalated end user requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. It is expected that the Service Desk Technician can use discretion for self-management to accomplish tasks not directly assigned from the NOC Manager.
Successful candidates for the Service Desk Technician - Level 2 role must have a 'can-do' attitude and essentials skills in the areas of technical monitoring, troubleshooting, and problem resolution. Someone with strong communication skills when dealing with management and customers, as well as documentation, leadership, and mentoring traits and techniques would be a good fit for this role.
Responsibilities:
- Perform the duties of systems analysis techniques and procedures, including consulting with users, to determine hardware, software, or system functional specifications
- Design and/or develop documentation and analysis related to testing/modifications of computer systems or programs as it relates to business requirements
- Assist in providing Level 1 support when request volumes are high
- Act as an escalation point for advanced or difficult help requests
- Continuously monitor client infrastructure for alarms, issues, etc.
- Troubleshoot various issues such as internal questions/requests raised (password request, ticket investigation, researching vendor position), customer issues or questions
- Build rapport with customers
- Escalate problems to the NOC Manager, when required
- Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
- Apply diagnostic utilities to aid in troubleshooting
- Access software updates, drivers, knowledge bases, and FAQ resources on the internet/intranet to aid in problem resolution
- Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
- Install anti-virus software and ensure virus definitions are up to date
- Perform preventative maintenance, including checking and cleaning servers
- Test fixes to ensure problem has been adequately resolved
- Perform post-resolution follow ups with Level I Technicians as required
- Develop help sheets and FAQ lists for end users
- Reinforce SLAs to manage end-user expectations
- Adhere to all Policy/Procedures consistent with client's System of Management, Information Security ISO 27001, and ITSM ISO 20000 standards
- Participate in the development and improvement of all department related policies and procedures to increase their effectiveness especially in Information Security
Requirements:
- Bachelor's degree or equivalent combination of education and experience; bachelor's degree in Systems Engineering, Computer Science, Management Information Systems, or related IT field, preferred.
- Experience with RMM and PSA tools is a must (ConnectWise, LabTech, Kaseya, N-Able, or related software)
- Experience supporting Microsoft Server, Exchange, Active Directory, System Center, and Microsoft Teams preferred
- Working knowledge of Cisco or Brocade networking devices
- Experience supporting virtualization (Hyper-V & VMWare) and Citrix
- ITIL certification (nice to have)
- 3-5 years of experience in technical role supporting end users in service desk/desk side support or NOC environment.
- Experience troubleshooting, analyzing, and problem-solving technical issues
- Experience working in an ITIL-driven environment, and working knowledge of ITIL principles and processes
- Experience troubleshooting PCs, Microsoft Office, and printers
- Exceptional organization skills to prioritize work and ability to balance service and project work
- Excellent interpersonal skills with customers, senior level personnel, and team members
- Excellent phone etiquette and excellent listening skills
- Ability to work independently or as a team member
- Excellent troubleshooting skills
- Ability to communicate technical information to non-technical personnel
- Experience in organizing resources and establishing priorities
- Strong customer service and follow up skills
- Strong attention to detail and conceptual thinking
- Ability to devise new approaches to make improvements or solve problems
- Strong problem management and problem-solving skills
- Ability to be versatile while making on-the-spot decisions
- Ability to work on multiple tasks at a time
- Experience working in a team-oriented, collaborative environment
Genesis10 - Contract & Perm/Direct Hire
Ranked a Top Staffing Firm in the U.S. by Staffing Industry Analysts for six consecutive years, Genesis10 puts thousands of consultants and employees to work across the United States every year in contract, contract-for-hire, and permanent placement roles. With more than 300 active clients, Genesis10 provides access to many of the Fortune 100 firms and a variety of mid-market organizations across the full spectrum of industry verticals.
For contract roles, Genesis10 offers the benefits listed below. If this is a perm-placement opportunity, our recruiter can talk you through the unique benefits offered for that particular client. Benefits of Working with Genesis10:
* Access to hundreds of clients, most who have been working with Genesis10 for 5-20+ years.
* The opportunity to have a career-home in Genesis10; many of our consultants have been working exclusively with Genesis10 for years.
* Access to an experienced, caring recruiting team (more than 7 years of experience, on average.)
* Behavioral Health Platform
* Medical, Dental, Vision
* Health Savings Account
* Voluntary Hospital Indemnity (Critical Illness & Accident)
* Voluntary Term Life Insurance
* 401K
* Sick Pay (for applicable states/municipalities)
* Commuter Benefits (Dallas, NYC, SF)
For multiple years running, Genesis10 has been recognized as a Top Staffing Firm in the U.S., as a Best Company for Work-Life Balance, as a Best Company for Career Growth, for Diversity, and for Leadership, amongst others. To learn more and to view all our available career opportunities, please visit us at our website.
Genesis10 is an Equal Opportunity Employer. Candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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Genesis10
life insurance, 401(k)
Jan 19, 2025