Tier 2 Service Desk

Location: West Warwick, RI Description: Our client is currently seeking a Tier 2 Service Desk AssociateWe are looking for an advanced level customer service technician responsible for assisting and completing Tier 2 infrastructure support to end users via telephone, remote control, or in person. In addition, you will be moving and installing hardware and installing operating systems and software. You will also troubleshoot and/or resolve hardware, software and network problems. This job will have the following responsibilities:

• Accurately capture all information from end users to assess what is needed (i.e. work required/by when, issues/symptoms, etc.)
• Troubleshoot and perform proper root cause analysis for all issues. Provides accurate diagnosis and resolution for all issues. Accurately identifies and implements work for service requests
• Ability to physically move and install computing equipment in an office and manufacturing setting
• Requires after hours support if needed (on-call, projects, issues resolution)
• Ability to quickly learn and apply technology is required
• Assesses, standards, conventions, and industry best practices when performing work
• Provide accurate estimates of work (tasks, hours, etc.) and reports status of work in a timely manner. Properly builds and manages work plan to accommodate planned and unplanned work. Works with others (end users, team, etc.) to schedule and coordinate time to perform work
• Complete all required system documentation (ticketing system, knowledge base, project documents, etc.) in a timely manner
• Work in a professional, friendly, and timely manner over all appropriate communication channels (phone, in person/onsite, Email, IM, WebEx, etc.) when performing work
• Problem-solver, can constantly do computer refresh and monitor issues, releases and roll-outs.
• Seasoned and great customer service skills needed
• Other duties as assigned

• First shift availability, Monday-Friday
• Impeccable attendance record