Level II IT Desktop Technician

Website TalonHit Talon Healthy IT Services

We provide collaborated/shared resource call center solutions to reduce client support costs.

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Talon of NC, LLC is looking for Level II IT Desktop Technician for 1st, 2nd, & 3rd Shifts to join our fast-growing and dynamic team in our Waukesha, Wisconsin location. Our technicians are primarily responsible for supporting Talon’s Healthy IT customers in the form of providing timely and enthusiastic remote and onsite support. Customer Service and Communication skills are a must and critical to the success of this role. This candidate will be expected to be able to work both independently and as part of a team and be able to adapt to new technologies and environments. This position will report to the firm’s IT Desktop Support Team Lead.

ESSENTIAL RESPONSIBILITIES

  • Interact with customers to provide and process information in response to inquiries, concerns, and requests
  • Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
  • Deliver service and support to end-users, including via remote connection or over the Internet
  • Research required information using available resources
  • Follow standard processes and procedures
  • Accurately process and record call transactions using a computer and designated tracking software
  • Organize ideas and communicate oral messages appropriate to listeners and situations
  • Follow up and make scheduled call backs to customers where necessary
  • Stay current with system information, changes and update
  • Identifies troubleshooting techniques/step and documents all case information and updates as information becomes available via Healthy IT ticketing systems
  • Follows proper escalation procedures as defined by management
  • Ensure customers receive prompt, accurate, and courteous service

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

  • Microsoft Certified Professional (MCP) or A+ Certified, preferred
  • Experience with Microsoft (SQL Server, Exchange, Active Directory), Citrix, SonicWALL, Cisco, Meraki and VMware technologies
  • Minimum of two (2) years customer service experience
  • Significant experience configuring, maintaining, and troubleshooting all versions of Microsoft Windows operating system
  • Office 365 Management
  • Basic networking skills with experience in DNS, DHCP, Switching/Routing, and wireless technologies
  • Experience with mobile device support (iPhone, Android, Windows Mobile)
  • Must be a team player and build good working relationships across all functions
  • Must have a strong personal drive for delivering great customer service, and thrive in a fast-paced, high energy environment with a proactive focus
  • Need to be flexible, adaptable, and possess creative problem-solving skills
  • Must demonstrate strong written and verbal communication
  • Ability to work late shift and/or on-call rotation
  • Ability to bend, stoop & carry at least 50lbs
  • Insurable driving record, current driver license and reliable transportation
  • 2 Year Associates or Bachelor’s degree in Information Technology or 3 years’ equivalent experience is required.

To apply for this job email your details to careers@talonhit.com