Senior IT Service Desk Technician - Level 2 Support Specialist - Airiam

Job Title: Senior IT Service Desk Technician - Level 2 Support Specialist

Job Summary:

• Join an innovative team as a Senior IT Service Desk Technician, providing elevated Level 2 support to resolve client issues and service tickets efficiently. You'll play a crucial role in triaging, prioritizing, and resolving technical challenges, contributing to a seamless helpdesk experience.

Job Responsibilities:

• Collaborate with the helpdesk team to prioritize incoming tickets and address calls from the service desk queue.
• Resolve Level 2 client issues, leveraging advanced knowledge in PC troubleshooting, network issues, and server policies.
• Assist in maintaining comprehensive documentation, ensuring smooth operations and quick resolutions.
• Mentor lower-level techs, fostering growth opportunities within the team.
  
  

Required Skills and Qualifications:

• Minimum 6 months of prior helpdesk experience.
• High school diploma or equivalent; CompTIA, C+, N+ certifications preferred.
• Proficiency in Microsoft Office Suite and related software.
• Advanced troubleshooting skills in PCs, networks, server policies, and Active Directory.
• Strong interpersonal and customer service skills.
• Exceptional organizational and time management abilities.

Other Details:

• • Type: Permanent full-time position.
  • Location: Gaithersburg, MD area.
  • Onsite: 20% onsite in office Gaithersburg, 10% travel to clients sites, and 70% WFH
  • Hours: 9 am - 5 pm EST.

Physical Expectations:

• Prolonged desk work on a computer.
• Ability to lift and carry up to 15 pounds unassisted.

Additional Requirements:

• Clear background, education, and employment verification.
• Clean driving record and own transportation for occasional on-site client visits.