Job Title: Tier Two Help Desk Specialist
Department: I.T.
Reports To: I.T. Supervisor
Location:Bloomington, Indiana
FLSA:Non-Exempt/Full time
Hourly: $22.00 - $24.50 Hourly
POSITION PURPOSE
PTS Corp is seeking a Tier Two Help Desk Specialist for our Bloomington, Indiana facility. This position will provide day-to-day support of the production and staff end users of the PTS Computing Network.
DUTIES: (include but not limited to)
Essential Functions
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Provide on-site and remote technical support for end users, software, and hardware.
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Provide advanced troubleshooting, configuration, and setup of workstations, laptops, printers, scanners, and network components.
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Image and deploy workstations for new setups and replacements.
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Install, configure, and deploy new corporate approved software.
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Capture and log all support activity into helpdesk ticketing system.
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Manage, resolve, and update helpdesk tickets in a timely manner.
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Educate and train users on proper use of hardware, software, and other computer-related technologies.
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Participate in the development and implementation of IT policies and procedures.
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Create user accounts including Windows Active Directory and O365
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Maintain windows Active Directory and O365 environments as directed.
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Configure and deploy network switches per standards and/or instruction.
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Act as an escalation point for Tier one operators
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Assist in creating technical and troubleshooting documentation.
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Other duties as assigned.
REQUIREMENTS
Experience & Qualifications
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1 to 3 years’ experience in an IT support position.
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Knowledge of advanced troubleshooting techniques
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Knowledge of layer 2 and layer 3 networking
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Knowledge of Windows 10/11, Windows Server and MacOS
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Familiarity with Windows AD and Microsoft Azure
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Familiarity with HP, Cisco and Fortinet network hardware preferred.
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Ability to see, speak, hear, write, and understand English.
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Ability to lift approximately 50 lbs., without assistance, on a routine basis.
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Good hand-eye coordination.
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Effective communication skills
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Sustained attention to detail.
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Experience in proper documentation writing
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CompTIA A or comparable required (On-the-job certification available).
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CompTIA Net preferred (or Equivalent).
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High School Diploma or equivalent required.
WORKING CONDITIONS
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General climate-controlled production environment.
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Low-to-medium noise level.
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Focus on customer service and rapid response.
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Training to include on the job training for specific hardware, network, and advanced troubleshooting techniques.
WORKING HOURS: 7:00 a.m. 3:30 p.m. with 30-minute meal break.
This job description is not a contract, express or implied, guaranteeing employment for any specific duration.
**We are not able to sponsor visas for this role at this time**
DISCLAIMER: The above information is intended to describe the general nature of this position and is
not to be considered a complete statement of all duties, responsibilities, and
requirements