Progilisys
Service Desk Tech II
Progilisys, Tempe, Arizona, us, 85285
Type:Contract to Hire
Type Details:Potential FTE, W2
Complete Description:
The Service Desk Technician (Tier 2) leads the daily operations of the service desk, managing the service desk team, and helping to ensure that the service desk is consistently improving with industry best practices and providing a customer-friendly attitude and the ability to work in a team environment.Job Type: Contract to hireWork Location: Tempe, AZResponsibilitiesServe as the escalation point for all requests and incidents, assisting team members and clients with issues related to connectivity, access, computer hardware, operating system, and software applications.Develop and maintain the phone/ticket escalation processes.Identify the root cause of healthcare application issues and communicate findings to appropriate teams.Support and troubleshoot Windows operating system and applicationsReview and assess Service Level Agreements (SLAs) to set expectations and measure performanceProvide after hours on-call support as neededSkills and Experience4+ years of experience in an IT support roleExperience with help desk ticketing systems and managing ticket queuesFreshdesk experience is desirableProficiency and working knowledge of Active Directory, Exchange mailbox administration, and the ability to write and edit Group Policy ObjectsExperience with Microsoft Office/Microsoft 365Windows 10 Pro experienceWindows server administration experience preferredNinjaOne or SCCM experienceExperience with IT Documentation softwareExperience using system/network monitoring tools
Type Details:Potential FTE, W2
Complete Description:
The Service Desk Technician (Tier 2) leads the daily operations of the service desk, managing the service desk team, and helping to ensure that the service desk is consistently improving with industry best practices and providing a customer-friendly attitude and the ability to work in a team environment.Job Type: Contract to hireWork Location: Tempe, AZResponsibilitiesServe as the escalation point for all requests and incidents, assisting team members and clients with issues related to connectivity, access, computer hardware, operating system, and software applications.Develop and maintain the phone/ticket escalation processes.Identify the root cause of healthcare application issues and communicate findings to appropriate teams.Support and troubleshoot Windows operating system and applicationsReview and assess Service Level Agreements (SLAs) to set expectations and measure performanceProvide after hours on-call support as neededSkills and Experience4+ years of experience in an IT support roleExperience with help desk ticketing systems and managing ticket queuesFreshdesk experience is desirableProficiency and working knowledge of Active Directory, Exchange mailbox administration, and the ability to write and edit Group Policy ObjectsExperience with Microsoft Office/Microsoft 365Windows 10 Pro experienceWindows server administration experience preferredNinjaOne or SCCM experienceExperience with IT Documentation softwareExperience using system/network monitoring tools