Primary Responsibilities
- Provide Tier II IT Support
- Manage and Maintain Desktop, Server Computer Systems, and Other Computer Assets
Provide Telephone/Email Support for Remote Locations
- Windows 10/11 Deployment / Administration
- Answer & record phone calls, email messages, and voicemail messages presented to the Help Desk.
- Record all necessary information in call tracking tool for each problem.
- Resolve every problem possible by providing training or technical assistance to caller utilizing documentation, online knowledge bases, on-site training (when possible), or other technical support channels.
- Forward escalation issues to Tier III teams.
- Serve as liaison between end user and other IT personnel.
- Inform Associates of system outages and upgrades.
- Document additions / changes / deletions to Help Desk documentation.
Manage and Maintain Desktop, Server Computer Systems, and Other Computer Assets
- Assist in network user / device administration.
- Assist in the support and maintenance of company computer assets.
Work requirements
- This position is 100% onsite - Carmel, Indiana
IT Support Engineer (Tier 2 )