Advanced Service Desk Technician

Summary/Objectives

The Advanced Service Desk Technician acts as a tier-2 resource for escalated service issues, issues that require more advanced experience/knowledge, or simply are more time consuming. They will coordinate with vendors as needed by our clients and facilitate scheduled calls between themselves and third parties. This team will be most likely to be deployed into a field service call. In addition, they should be willing to help the other tiers of support as requested and as time allows.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Receive technical escalation tickets and prioritize the client experience.
• Provide technical support for users via phone, email, remote or onsite.
• Provide high level and detailed support for hardware, networking, and application issues; escalate complex problems to the appropriate groups as needed.
• Create, update, and maintain excellent documentation and notes within the appropriate system locations to provide efficient access to time critical information.
• Provide suggestions with proactive suggestions as technologies evolve.
• Manage client expectations providing excellent customer service.
• Work closely with team members to prioritize critical issues.
• Collaborate with team members and client contacts to assist with project-related work.
• Provide proactive support based on ticket and support trends.
• Be willing to provide onsite support for clients as needed.

Work Environment

This role operates in a professional office environment both at RJ Young and client locations. This role routinely uses standard office equipment such as computers, phones, etc.

Physical Demands

Requires prolonged sitting and some bending, stooping, and stretching. Must be able to lift IT related items for client support, projects, or implementation.

Position Type/Expected Hours of Work

• Full time job, normally 40 hours per week.
• After-hours on call rotation may be required.
• Occasional weekend or evening work required for some projects not to conflict with the client’s office work schedules.

Travel

• Travel will be limited to drivable distances for daily job responsibilities within Velocity1 footprint.
• Overnight travel may be required on occasion.

Required Education and Experience

• High school diploma.
• Understanding of technology configurations and installation/project experience.
• Minimum 2 years of experience working on a service desk or similar role.

Preferred Education and Experience

• CompTIA A+ certification.
• CompTIA Network+ certification.
• Previous experience with a support or ticketing tool.
• Previous experience working as a support resource in a technical capacity, in front of and with clients.

Work Authorization/Security Clearance (if applicable)

Must be a United States citizen.

AAP/EEO Statement

Velocity1 provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Other Duties

Please note that the job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.