Service Desk Technician Tier 2 who possesses a passion for providing quality customer service and strong communication skills. This role will provide Tier 2 technical assistance and support for incoming and escalated queries and issues related to computer systems, software, and hardware. Respond to customers in person, over the phone, via e-mail using IT ticketing system, or through remote desktop computer tool support.

SUPERVISORY RESPONSIBILITIES:

Ensure tickets that are escalated are properly documented to prevent repeat work, from Tier 1 Technicians.

EDUCATION:

Bachelor’s Degree in appropriate field of study or equivalent 4 Years’ service desk level 2 experience required.

QUALIFICATIONS AND EXPERIENCE:

• Must be a US Citizen
• Must be able to obtain a Public Trust Clearance.
• Must have a BS Degree in Computer Science or Information Systems or Equivalent Experience

4 Years’ experience as a Tier 1 Service desk engineer.

• Experience with an ITIL ticketing system.
• An understanding of Active Directory (Account creation, password resets, group and distro list membership, OneDrive for Business, SharePoint, etc.)
• Ability to interact at all levels of leadership internally, with customers, and vendors.
• Takes initiative and doesn’t need constant instructions.
• Must be able to multi-task and manage time amongst customers.
• Willingness to learn new tech and advance your career in the IT industry.
• Good verbal and written communication skills are a must.
• Must own reliable vehicle and valid driver’s license for travel.
• Able to lift at least 50 pounds.
• Able to work assigned shift hours

TYPICAL DUTIES AND RESPONSIBILITIES:

• Respond to requests for technical assistance via phone, chat, or email.
• Diagnose and resolve technical issues using remote tools or hands on as needed.
• Log all customer interactions into ticketing system.
• Receiving Tier 1 escalations.
• Escalate to assigned Service Desk Supervisor as required.
• Follow incidents through to resolution.
• Meet required SLAs.
• Image and deploy user workstations.
• Providing customers with support for corporate owned assets (primarily workstations, laptops, Tablets), which will include basic help desk support up to advanced troubleshooting. This position involves troubleshooting workstation, networking, software, and storage.
• Good verbal and written communication skills a must.
• Creating Documentation for weekly training for any Services or incidents that were escalated and resolved by you, then added to the knowledge base.
• Must have a valid driver’s license as vehicle provided for travel to remote sites.
• Provide overtime or weekend work from time to time.
• Other assigned duties

Additional Requirements

Working knowledge of AV equipment including Teams kits, team room configurations for installation, troubleshooting and regular maintenance, as well as production of knowledge articles for training.

LANGUAGE SKILLS:

Ability to read, analyze, interpret, and produce technical systems documentation to learn and train from.

MATHEMATICAL SKILLS:

Basic mathematical and algebraic equations required.

PHYSICAL DEMANDS:

Occasionally, will conduct or participate in a field trip to operating plants, construction sites or other office complexes.  This requires the ability to stand, walk, clear close and distance vision, depth perception and the ability to focus.

WORK ENVIRONMENT:

Normal work environment will be a business office with moderate noise.  Occasionally, will conduct or participate in a field trip to operating plants, construction sites or other office complexes.  This may require exposure to outdoor weather conditions, loud noises, work near moving mechanical parts, electrical energy, construction equipment, vibration, fumes, chemicals, and airborne particles.

ABOUT S&B

S&B is an exceptional full-service Engineering, Procurement, and Construction (EPC) company, proudly maintaining private ownership and operation for over five decades. With our extensive experience, we have successfully undertaken diverse projects across various industries, including Oil & Gas, Chemicals, Petrochemicals, Energy Transition, Power, and Pulp & Paper.  What sets us apart is our unwavering commitment to safety, timely project completion, and cost-effective solutions. Our proven track record speaks for itself, as we consistently deliver outstanding results while adhering to the highest industry standards. Moreover, our company culture is unparalleled, fostering an environment of collaboration, innovation, and excellence.  At S&B, we understand the value of our talented team, and we ensure they are rewarded accordingly. We offer a competitive compensation package and a comprehensive benefits program to attract and retain the best professionals in the field.

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