Tier 2 service desk

Volt Workforce Solutions is seeking a Tier 2- Service Desk Technician for a client located in Orange, CA. We are among the largest IT recruitment firms in the US for contingent/temporary and direct hire placements and support most of the top-rated IT companies.Job Description:

• Looking for a Service Desk Level 2 Technician with 5 or more years of experience in a Level 2 Position from 8:00am to 5:00pm.
• Level 2 Technician will be remoting into user’s system to install, support and maintain user’s system and customer applications.
• Customer applications range from Office 365, Adobe Products, Custom applications per customer.
• Being knowledgeable with Office 365 products, especially Outlook, since most of the calls are with troubleshooting users’ email.
• This also include mobile devices such as android, iPhone, iPad and tablets to setup native or outlook apps and using a multifactor authentication, Duo or 2 factor authentications for security of email.
• The remoting tool that is being used are Goto Assist, VNC, Bomgar or TeamViewer.
• Part of the Level 2 techs duties are to assist and troubleshoot users who RDP, VM or Terminal Serve to do active work.
• Ticketing systems that are being used are Service Manager, Service Now and Zendesk.
• Level 2 Technician will need to possess excellent customer service skills, since communication, good listening and good writing skills take place when handling a call and working with high level users.
• Level 2 Technician will need to be Administrating within active directory and Office 365.
• The Level 2 Technician is required to assist with network related issue and network connectivity, such as troubleshooting internet connections, joining system to the domain.
• Level 2 Tech will be installing and troubleshooting network and local printer issue and support customer special applications.
• Level 2 Technician will need to be reliable, support users’ complex issues that has been escalated from other technicians.

• Typing
• Knowledge of various ticketing system. (Zendesk, Service Now, Service Manager, Manage Engine, KACE)
• Knowledge of remoting tools, such as LogMeIn, Team viewer, VNC, Goto assist and Windows Remote Control
• Customer Service Skills, active listener, good communication and writing skills.
• 3 years’ experience with Windows 10 and Mac OS X (Sierra, High Sierra, Mojave, Catalina)
• 3 years’ experience with Mobile Devices such as Android \ iPhones \Tablets \ iPads and be able to setup email on native or outlook app.
• 2 years’ experience with Multifactor Authentication, 2 factor authentication or Duo
• 2 years’ Experience using a ticketing system, such as Service Manager, Service Now and Zen Desk.
• 3 year’s experience with Customer Service Skills, which includes good writing skills, communication, and being an active listener.
• 3 years’ experience with network connectivity, how to troubleshoot a system if a user cannot get connected to the network (including internet), how to join a system to a domain
• 3 years’ experience with Active Directory, creating and terminating accounts
• 3 years’ experience with Office 365 Administration. Be able to setup one drive and how to troubleshoot Office product’s like word and excel.
• 3 years’ experience setting up and troubleshoot systems, local and network printer?
• Have experience using remoting tools such as Goto assist, Bomgar, VNC, Team viewer
• 3 years of experience working with VM’s and Remote Sessions
• Certifications: (is a plus but not required)A+ Certificate Network +Apple Certification (is a plus