Job Description

Job Location
LOUISVILLE, KY
Position
Service Desk Support II
Job Type
DIRECT HIRE
Job Order
3748

TCI has an immediate need for a Service Desk Support Technician II in Louisville, KY.  This is a Direct Hire opportunity.  This position requires US Citizenship or Permanent Residence.

SUMMARY

Our client is a growth-oriented company that has earned a leadership position in the steel processing industry.  Their products support a broad base of industry segments throughout North America and play a critical role in the supply chain.  Our client’s success is directly due to a strong company culture based on teamwork, collaboration and continuous improvement.  This is an excellent opportunity to join a growing and progressive IT Team!

The Service Desk Support Technician II will play a critical role in troubleshooting user problems and seeing them through to resolution while following the Incident Management life cycle and other standard support procedures.

RESPONSIBILITIES

  • Provide first and second-tier hardware, software and networking support to end users for PC, thin client, server, or AS400 applications and hardware incidents.
  • Diagnose problems and provide resolutions to users and Service Desk technicians as needed.
  • Set up and configure IT equipment to accurately meet identified requirements.
  • Interact with various IT support teams such as Network, Server, Systems Analysts and/or applications development to restore service and/or identify and correct core problem. 
  • Identify recurring problems and recommend changes to reduce user problems and/or improve end user experience.
  • Monitor all tickets and service desk requests to ensure all issues are handled and resolved accurately and in a timely manner.
  • Manage, organize and prioritize incidents, projects and requests.
  • Perform break-fix support for PCs, laptops, desktops, and network printers.
  • Assist in the development of procedures and policies that define acceptable and effective use of the desktop environment.
  • Under limited supervision of the IT Manager, provide leadership, mentoring and guidance to other Service Desk Support Technicians.
  • Service Desk Support partners with the business to identify and present proactive solutions that will improve productivity for the customers and better enable the business. 

REQUIREMENTS

  • 4+ years of related work experience in an IT Support role.
  • Minimum of Associate’s Degree in Information Technology or a related field is strongly preferred.  Additional work experience may be substituted for the degree.
  • Knowledge of PC/laptop hardware, Windows Desktop operating systems and basic networking in a distributed enterprise business environment.
  • Knowledge and understanding of network fundamentals (router, switch, firewall, VLAN, DHCP, and IP addressing and sub-netting).
  • Thorough understanding of printer server, file server, and Active Directory operations.
  • Ability to create clear and concise reports and documentation.
  • Ability to provide advanced hardware troubleshooting and diagnostics for desktop, laptop and thin client computers along with associated peripheral equipment.

Experience with the following strongly desired:

  • Service Now
  • AS400
  • Mobile Iron
  • Windows Imaging
  • Terminal Services
  • Microsoft Office 365 products
  • Thin client support

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