Job description

L2 Support Technician - St Petersburg, FL

Summary of Job:

Responsible for providing support to all staff, local and remote, for computer networks and related computing environments.

Primary Responsibilities:

· Provide Level 2 technical assistance and support both remotely and on-site, and resolve problems related to the use of computer hardware and software for end-users.

· Analyze, resolve, respond to, and document end user inquiries in a formal ticket system

· Install desktop/Laptop software using approved tools

· Troubleshoot operating systems for Windows and Mac environments

· Troubleshoot connection issues with LAN/WAN

· Update tickets with accurate and timely records of work performed, and resolution detail

· Actively maintain and contribute to a knowledge base both for internal resolution and associate facing self service

· Coordinate hardware warranty repair with vendors and external services such as Dell

· Escalate to 3rd party vendors when necessary

· Responsible for raising and coordinating problem management issues

· Perform additional tasks when required

· Participate in projects

· Strong understanding and skills in SLA, KPI Management

Technical Skills / Knowledge:

· Proficient use of ServiceNow and Jira ticketing systems and reporting.

· Computer proficiency and technical aptitude with the ability to utilize Active Directory, Office365, Connectivity configuration experience (HTTP, SSL, FTP/Secure FTP, web folders), Intune, Mobile configuration, DNS and basic TCP/IP troubleshooting tools, and MS Office applications

· Windows troubleshooting, networking, configuration, integration with LDAP/AD.

· Skilled in critical thinking, analysis, and technical evaluations.

· Computer proficiency and technical aptitude with the ability to utilize MS Word, Excel, Power Point, Teams, Outlook, Access.

· Thorough knowledge of company and departmental policies and procedures

· Knowledgeable on AV and meeting tools – WebEx, Zoom, Teams, etc..

Experience

· Up to 3+ years of progressive and relevant End User Computing technology in large multi-site environments with diverse technologies and user groups.

Job Type: Full-time

Pay: $60,000.00 - $70,000.00 per year

Schedule:

• 8 hour shift

Application Question(s):

• Do you have experience with Office365 and Active Directory?
• Do you have experience troubleshooting Windows operating systems?

Experience:

• ServiceNow: 2 years (Preferred)
• L2 technical end user support: 3 years (Preferred)

Work Location: Hybrid remote in Saint Petersburg, FL 33716

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