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 hire

Work Location: Tempe, AZ

Responsibilities

• Serve 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 applications
• Review and assess Service Level Agreements (SLAs) to set expectations and measure performance
• Provide after hours on-call support as needed

Skills and Experience

• 4+ years of experience in an IT support role
• Experience with help desk ticketing systems and managing ticket queues
• Freshdesk experience is desirable
• Proficiency and working knowledge of Active Directory, Exchange mailbox administration, and the ability to write and edit Group Policy Objects
• Experience with Microsoft Office/Microsoft 365
• Windows 10 Pro experience
• Windows server administration experience preferred
• NinjaOne or SCCM experience
• Experience with IT Documentation software   
• Experience using system/network monitoring tools