Desktop Support Tier 2 in Cincinnati, OH at Vaco

Date Posted: 9/30/2019

Job Snapshot

Job Description

Job Duties

  • Work closely with other members of the Applications and Desktop teams to resolve technical issues.
  • Provide second-tier help desk support by phone, desk side and/or remotely.
  • Responsible for setting up equipment, i.e., hardware, printers, telephones and peripherals.
  • Closely track information associated with the distribution of laptops, printers, and mobile devices
  • Responsible for assisting with daily audio-visual setups and checkout of laptops and other equipment, as requested.
  • Provide expert telephone support to our internal clients; troubleshooting a variety of software, hardware and network issues to point of resolution or escalation.
  • Log internal client's calls, maintain records and capture final solutions in the online ticketing system.
  • Route calls to the appropriate group for resolution in accordance with established escalation procedures, and provide status reports to internal client throughout the life of an incident.
  • Will be called upon to assist with familiarizing employees with computer systems, software, and phone system.
  • Consistently deliver high quality support in a timely manner to meet internal and external client needs.

Job Requirements

  • Candidate must have at least a 2-year certificate from a college or technical school and 3 years of related experience or equivalent.
  • Candidate should have knowledge of Windows 10 and MS Office 365 (Word, Excel, PowerPoint and Outlook), Adobe Acrobat and Internet Explorer, and be familiar with or attend training on other required applications.
  • Ability to lift up to 50 pounds individually, and the ability to crawl under a desk in order to service computers.
  • Ability to work on call-support on a designated weekends throughout the year.
  • Must have high degree of professionalism when interacting with internal and external clients.

  • comprehensive benefits package including medical, dental, vision, life, disability, and 401k/profit sharing retirement package.