Job Details
Job Title: IT Service Desk Level 2
Who We Are: USCS is driven to advance, innovate and serve companies seeking the best service, facilities, and logistics in the cold chain. We are employee focused, an equal employment opportunity employer and would love to have you join our team.
The Job Details: USCS is seeking a Service Desk Level 2 Support Technician to provide day-to-day IT support to our internal users. The ideal candidate will have a technical background, excellent communication skills, and a willingness to learn about new technologies. This Candidate will report to the Service Desk Supervisor and work closely with the IT team to ensure all requests are resolved quickly and efficiently. As a Level 2 Service Desk Analyst, you will be responsible for providing technical support to our users by researching and answering questions, troubleshooting problems, and maintaining workstation and LAN performance. You will also assist with the installation, configuration, and ongoing availability and performance of our network architecture.
Primary Responsibilities
Provide technical support to internal users on hardware, software, and network-related issues
Troubleshoot and diagnose problems related to desktops, laptops, printers, phones, tablets and other end-user devices.
Assist with new user onboarding and training, including setting up workstations and providing basic software training.
Escalate issues to IT staff when necessary.
Document and maintain accurate records of support requests, issues, and resolutions in the ticketing system.
Continuously develop and maintain knowledge of new and emerging technologies.
Participate in the development and maintenance of standard operating procedures for the helpdesk function.
Maintain workstation and LAN performance
Assist with the installation, configuration, and ongoing availability and performance of network architecture
Work with vendor support contacts to resolve technical problems with desktop computing equipment and software
Provide advanced technical support to end-users via phone, email, remote assistance, and in-person.
Provide training and guidance to Level 1 technicians as needed.
Preferred Skills
Basic technical skills in supporting end-users with hardware, software, and network issues.
Excellent communication and problem-solving skills
Proficiency in diagnosing and resolving technical issues related to Windows operating systems and Microsoft Office
Experience with Active Directory, Exchange, and Office 365 administration.
Ability to work independently and as part of a team.
Customer-focused attitude
Willingness to learn new technologies and skills on the job.
Strong problem-solving capabilities.
Ability to work effectively with vendor support contacts.
Excellent communication, interpersonal, and documentation skills.
Strong understanding of networking principles and protocols.
What We Are Looking For:
Education
College or Associates Degree or 2+ Years' experience working in IT.
Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified IT Professional (MCITP) are a plus
Other Abilities You Will Need to Have: The physical demands described below are representative of those required of an individual performing the essential duties of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential duties.
Good arithmetic, reading, and typing skills.
Sit and/or stand for extended periods of time.
Be able to see, speak and hear.
Ability to work overtime as needed.
May require physical effort associated with using the computer to access information, or occasional standing, walking, lifting needed to carry out everyday activities.
Understand and follow verbal instruction, written instruction and company policies.
A starter that can work independently and coordinate with others.
Always follow safety procedures.
Ability to manage stress and productivity guidelines.
The Standard Details:
Always maintain a professional manner in appearance and communications.
Participate in staff and/or customer meetings if required.
Initiate action to prevent the occurrence of any non-conformities relating to product, process, and quality systems.
Identify and record any issues relating to product, processes and/or quality.
Initiate, recommend, or provide solutions through appropriate channels.
Verify the implementation of solutions.
Always follow posted security procedures while in the building.
Participate in Safety and Educational Training.
What's In It for You:
A great company with great people. Full-time employees not under contract are offered: 401K and Educational Assistance after 1 year; If elected, Blue Cross Blue Shield after 30 days of service; Company Life Insurance; and a bunch of other great perks.
Things We Need to Mention:
The above job description may not include all tasks necessary to complete the job.
Job functions may vary based on area of operation. The job description is a listing of the most common tasks the associate will be required to perform in that job area.
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential duties.