IT Support Tech- Tier II

Job Title: IT Support Tech, Tier II
Full Time / Non-Exempt
Location: Glen Burnie, MD
Reports To:Support Center Supervisor

General Summary:
IT Support Tech, Tier II will be responsible for supporting Tier 1 staff, desktop hardware, software, phones, and peripherals, applying technical knowledge to identify and resolve escalated trouble tickets. This position will be responsible to support a variety of IT-related systems.

General Responsibilities:

• Provide remote and onsite advanced troubleshooting support to end-users.
• Troubleshoot network connectivity issues for onsite and remote locations.
• Serve as an escalation point for all unresolved Tier I support issues.
• Assist with the rollout of new systems, applications, and desktop images.
• Provide a high level of customer service to all end users.
• Communicate with end-users as required, keep users updated on support progress, and notify them once the issue has been resolved.
• Support Windows 10, iOS, Android, and some Mac OS
• Troubleshoot, maintain, repair, upgrade and install various desktop computer hardware, printers, phones, and other equipment.
• Set up and support hardware, software, network access, telephones, and other equipment for new hires and existing employees.
• Ability to handle high call volumes

Ideal Candidate:

• Knowledge of the Windows 10 desktop operating system.
• Experience with Windows Active Directory.
• Knowledge of Microsoft Office.
• Experience with supporting remote users.
• Experience with IBM iSeries/AS400/P21.
• Experience with thin clients
• Intermediate understanding of computer networks
• Excellent Customer Service
• Strong Troubleshooting Skills
• Dependable.
• Detail Orientated.
• Experience with supporting remote users.
• At least 2 years experience in the same or related field.

Pre-Employment screening is required.

What is R.E Michel Company?
The R.E. Michel Company was founded in Baltimore, Maryland in 1935 as a supplier to the home heating oil burner industry. Still family owned and operated, we have grown to be one of our nation's leading wholesale distributors of HVACR and LP equipment, parts and supplies. We operate in more than 300 locations with employees who service our customers with pride!

Why Work for Us?
We can help you grow! At R.E. Michel Company, you will find many opportunities for advancement and training opportunities to help support your career. Our people are our greatest asset. From our local branch associates and field sales people to our corporate support staff, they represent the finest professionals in the industry.

Interested in learning more about R.E. Michel Company? Listen to what our employees have to say by visiting: https://youtu.be/P8qN13teMPs

R.E. Michel Company Benefit Package Includes:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Prescription Plans
• Wellness Discounts through Blue365
• Access to 24-Hour Nurse Advice Hotline
• Employee Assistance Program
• 401(k)
• Life and AD&D Insurance
• Supplemental Life and AD&D Insurance for Employees, Spouses/Domestic Partners and Dependents
• Short- and Long-term disability
• Critical Illness/Accident Insurance/Hospital Indemnity Insurance
• Employee Discount
• Employee Uniform Program
• Access to Working Advantage- Discounts on Entertainment, Shopping and MORE!
• Access to LifeMart- Discounts on Hotels, Apple Products and MORE!
• Career Advancement Opportunities & On-site training courses
• Weekly Pay- Every Friday

R.E. Michel Company, LLC is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
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