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Tier II Support Technican

General
Summary:
The Tier II Support Technician handles both the human and technical sides of IT services by providing general help desk support to Omni clients. The person in this role possesses an enthusiasm for technology and a desire to help other people utilize technology.

Position Qualifications:
Excellent interpersonal and organizational skills, including the ability to deal with clients and colleagues of all backgrounds in a fast-paced, high-performance work environment
Associate's or Bachelor's Degree in computer science, information systems, management information sciences, or related technical field or equivalent by way of experience
Professional IT Certifications, such as: CompTIA A+, CompTIA Network+, Microsoft MCP, MCSA, or MCSE
At least 5 years of professional experience in a technology support and engineering role
Knowledge of IT systems including servers, desktops, scripting, routers, switches, and firewalls
Understanding of support tools, techniques, and how technology is used to provide IT services
Experience working with ConnectWise and Labtech a plus
Strong troubleshooting skills and ability to evaluate and manage changes, understanding their impact to systems, business, and users
Demonstrated success with providing support and problem resolution with unfamiliar systems, software, and hardware
Desire to continually learn new technologies and develop greater skill sets
Ability to work independently and meet deadlines
Patience and strong customer service skills
Ability to communicate technical information and ideas in user-friendly language to clients
Typing skills to ensure quick and accurate entry of service request details in ticket tracking platform
Ability to travel to client site; valid driver's license required
Primary Responsibilities:
Provide help desk support to clients for issues related to software, hardware, and peripherals
Configure client equipment and software
Identify, correct, and/or advise on operational issues pertaining to client systems
Maintain close contact and open communication with clients until an issue has been resolved
Conduct technical support in accordance with documented standard procedures
Inform team members and managers of important issues and information which will enhance client satisfaction and team performance
Provide manager with regular updates on problems encountered and identify possible longer-term solutions or improvements to reduce future problems

Compensation is commensurate with experience. Omni offers an excellent benefits package, including health, dental, vision, life insurance, and 401(k) plan. We also offer a close-knit team of people who care about their colleagues and appreciate the contributions of others.


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