Basic Information

Job Category: IT

Location: Jacksonville, Florida, United States

Date published: 08-Jun-2022

Job type: Full Time

Description and Requirements

About the role

Tier 2 Support Technician

We are currently seeking a full-time Tier 2 Support Technician to join our team in our Jacksonville, FL 32257 location. 

About the Role:
The Tier 2 Support Technician provides all aspects of end-user and workstation support.  This primarily includes workstation and printer installation and repair, configuration and support for operating systems, off-the-shelf software, custom application software, minor network cabling required for workstation installation, troubleshooting of workstation application problems, connectivity and performance, as well as user account management.  This group is also used for the monitoring of system and server performance through defined tools and procedures and for generally less advanced server administration tasks, such as backups and patch installations.

What We Offer:
$20.00 - $24.00 per hour based on experience and qualifications
Health, vision, and dental benefits available
Full on the job training & support
Fun working environment and culture
Great opportunity for advancement

What You’ll Do:
 Core duties and responsibilities include the following. Other duties may be assigned 
Handles incoming calls and system alerts, logs and refers the calls and alerts as appropriate, and assists users either in person, over the phone, or both
Log all incidents and requests through ICX’s PSA system
Troubleshoots, diagnoses, and resolves PC software/configuration problems, referring more complex issues to senior personnel
Performs basic account management such as: resetting passwords, unlocking accounts, and modifying user groups
Install, maintain and repair desktop related equipment and software (PCs, peripherals, laptops, printers, mobile devices, phones, scanners, work station on wheels, standard/nonstandard local software including but not limited to MS Office, Visio, Adobe)
Participate in On-Call rotation as assigned by management, complying with the departmental on call policy. Participate in after-hours support activities as required
Engage and coordinate with hardware and software vendors to repair/support technology components in a timely manner
Provide on premise support for all ICX clients. Perform equipment relocation as needed
Participate in onsite support rotation to ICX’s offsite clients
Maintain strong expert level knowledge & understanding of current operating systems, network, printing and how hardware interacts with systems
Assists in instructing and training new staff

Our Ideal Candidate
Education and Experience: 
Associates degree preferred but equivalent experience acceptable
1-3 years of experience required

Preferred Certifications:
Comptia A+
ITIL V3/V4
Comptia Network +

Required Skills and Abilities:
Travel required to support ICX clients
Technology oriented
Excellent team collaboration and interpersonal skills
Able to work with minimum supervision
Possess excellent customer service skills
Clear, analytical thinking driving towards problem resolution
Detail oriented
Adaptable to new technologies and process initiatives

To Apply:
Please submit your resume via the “APPLY NOW” button

Equal Opportunity Employer