Tier II Help Desk
Company: Morgan & Morgan, P.A.
Location: Columbus
Posted on: February 23, 2021
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Job Description:
Morgan & Morgan, P.A. is the largest plaintiffs' law firm in the
country, with offices in more than 40 cities, 4,000 employees
nationwide, and over 30 years in the industry. As we continue to
expand, we have an increased need to support our growing staff. We
are currently seeking a Tier II Service Desk Technician to add to
our IT team who will assess technical issues and provide solutions
for our internal employees.This candidate will be acting as a point
of escalation for our high volume services Tier I team as well as
provide both over the phone and in person support of Windows 7 and
10 in a virtual desktop environment, The position also provides
technical support installing and configuring IT hardware (such as
PCs, laptops, printers, and mobile devices) and software programs
(such as Microsoft Office 365 applications). The Tier II Service
Desk Technician performs routine to moderately complex
troubleshooting of hardware and software systems and assists with
inventory control.Responsibilities* Responds to tickets escalated
from Tier I* Creates, monitors, tracks, schedules, updates and
closes tickets within ServiceNow in a timely manner* Provide
friendly, professional support via phone, email and on-site.*
Independently resolve most issues with Windows 7, 10, and network
printers, software and hardware break/fix* Work with the Office 365
admin portal to resolve user issues (password resets, new user
creation, license assignment, software installation etc.)*
Collaborate with vendors to resolve issues as necessary* Diagnoses
and troubleshoots end user desktop application issues and provides
appropriate solutionRequirements* 2+ years of experience in an IT
Help Desk role* Experience in Office 365 and Active Directory
Services* Working knowledge of Windows 7 and 10 and Microsoft
Office suite* Basic understanding of Networking* Remote access
technologies (VPN terminal services, published apps etc.)*
Preferred experience working with ServiceNow, Salesforce, and
VMware* Ability to assist others with complex issues in a
professional manner* Ability to manage and prioritize incidents,
requests, and tasks* Strong problem analysis and problem-solving
skills* Excellent written and verbal communication skills*
Resourceful, well organized, highly dependable, efficient and
detail oriented* Travel on-site as necessary* Authorization to work
in the U.SBenefitsMedical, dental, vision, paid holidays, PTO,
401K
Keywords: Morgan & Morgan, P.A., Columbus , Tier II Help Desk, Other , Columbus, Georgia
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