Tier 2 Technician/Lead

Position: Tier 2 Technician/Lead

Location: Lenexa

Tier 2 Technician/Lead

The primary function of the Tier 2 Technician/Lead is to own/manage all Help Desk activities related to Tier 1 support and escalations. This includes ensuring Tier 1 is executing as expected (through training and metrics) all escalations are handled appropriately and reporting is being produced. In addition this individual will have a critical role in setting up our backroom/inventory implementing a workflow and managing the overall process. From a hardware/software perspective this individual will assist/manage certain patching and antivirus activities across the enterprise. Next we envision this role to be able to identify trends before they happen by having a close pulse on the daytoday operations to help drive enterprise changes. Lastly we need this individual to be the lead for all PROD related activities regarding the training room. Occasionally this position will require additional hours outside of the normal business hours which may include on call/night/and possible weekend work at times

Essential Functions:

• Handle escalations from Tier 1 support technicians once resolved create Knowledge Base documentation and then train Tier 1 support technicians (2) on resolution
• As Help Desk volume increases willingness to support in efforts by working tickets
• Manage servers utilizing program applications appropriate to assigned duties
• Manage technical patching and antivirus activities
• Proficient in all laptop configuration activities (hardware/software): processor/memory/storage/graphics card/operating system/installed software/etc.
• Expert in M365 standard administration by being the lead to ensure Tier 1 techs are in alignment with IT practices/policies
• Provide technical support and understanding of Jitbit (Help Desk Ticketing System) to PROD users
• Lead effort in identifying trends based on Help Desk data and leading/managing process to execute those pushes/fixes through PDQ/systems to eliminate additional requests
• Develop IT documentation/support material not only for curriculum and instruction for IT staff but PROD users as well
• Lead resource for coordinating training room activities with IT staff
• Lead for establishing/producing/publishing weekly Help Desk reporting for IT leadership as well as all business affiliates
• Assisting/leading parts of the NOC as you monitor manage and maintain the organizations network infrastructure to ensure its running smoothly and securely
• Assist in the design of our backroom operations by providing insight into best practices around inventory and workflow execution. Once designed in charge of implementation of overall workflow. Will be primary for all backroom activities/inventory to ensure seamless execution of various IT Staff
• Develop and recommend cost effective technical system improvements through analyzing technologies and identifying core problems
• Other duties as assigned

Education & Experience:

• A Bachelors degree in a technology field AND minimum of 5 years experience OR a combination of education and experience
• Mastered first level of support in Help Desk model
• Strong communication and collaboration skills
• Experience/training in providing technical support
• Perform a wide variety of duties/responsibilities with accuracy/speed under pressure of time sensitive deadlines
• Perform multiple tasks simultaneously including handling interruptions and returning to/complete tasks in a timely matter
• Demonstrate integrity ingenuity and inventiveness in the performance of assigned tasks
• Ability/willingness to easily adapt to and learn new technologies
• Perform duties and responsibilities independently
• Ability to coordinate research and analyze technical issues that arise from PROD users
• Proficient knowledge of server structure and capabilities
• Accomplished in time management and scheduling priorities meeting deadlines and followup
• Must always possess positive/professional interpersonal skills

Technical Skills & Abilities:

• Installation operation maintenance and repair of operating systems networks and programs on laptops/tablets
• Proficient understanding of Change Management
• Understanding of operating systems and SW on webbased applications
• Common plugins/browsers
• Windows registry
• M365 Administration
• Active Directory
• Help Desk Ticketing System (Jitbit a plus)
• Familiarity of Beyond Trust (a plus)
• Antivirus and patching applications
• Network systems and firewalls
• Familiarity with the following SW: BIM (Revit) Bluebeam Bentley AutoCAD (a plus)

Physical Requirements:

• Ability to sit for extended periods work on a computer and occasionally lift up to 15 pounds.