Help Desk Specialist II | Remote

Job Summary

We are seeking a skilled and experienced Helpdesk Tier 2 Technician to join our dynamic IT support team. In this role, you will provide advanced technical support to our end-users, resolving complex hardware and software issues, and escalating problems to Tier 3 support when necessary. You will play a crucial role in maintaining high levels of user satisfaction by delivering timely and effective solutions. The ideal candidate will possess strong troubleshooting skills, excellent communication abilities, and a passion for providing exceptional customer service.

Location: Remote

Pay: $24-$29/hr.

Shift: Monday to Friday from 8:00am – 4:00pm EST OR 1:00pm - 9:00pm EST

Responsibilities

• Advanced Technical Support:
• Provide in-depth technical support to end-users via phone, email, and remote access.
• Diagnose and resolve complex hardware and software issues, including operating systems, applications, network connectivity, and peripherals.
• Troubleshoot and resolve issues related to network infrastructure, including LAN/WAN, VPN, and wireless networks.
• Configure and support various software applications and operating systems (e.g., Windows, macOS, Linux, Microsoft Office 365, etc.).
• Manage and troubleshoot Active Directory, user accounts, and permissions.
• Escalation and Collaboration:
• Escalate complex or unresolved issues to Tier 3 support or other relevant teams.
• Collaborate with other IT team members to resolve technical problems and implement solutions.
• Provide technical guidance and knowledge transfer to Tier 1 support staff.
• Documentation and Reporting:
• Document all troubleshooting steps, resolutions, and configurations in the ticketing system.
• Maintain accurate and up-to-date documentation of IT procedures and knowledge base articles.
• Generate reports on ticket resolution times and other key performance indicators (KPIs).
• Customer Service:
• Provide exceptional customer service and maintain a professional demeanor.
• Communicate effectively with end-users, providing clear and concise explanations.
• Ensure timely and accurate resolution of support tickets within established SLAs.
• Manage user expectations and provide regular updates on ticket progress.
• System Maintenance:
• Perform routine system maintenance and updates.
• Monitor system performance and identify potential issues.
• Assist with the deployment and configuration of new hardware and software.
  
  

Qualifications

• Education:
• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field (preferred).
• Relevant certifications (e.g., CompTIA A+, Network+, Security+, Microsoft Certified Professional) are highly desirable.
• Experience:
• Minimum of 4 years of experience in a Helpdesk or IT support role, with at least 1 years in a Tier 2 capacity.
• Proven experience troubleshooting complex hardware and software issues.
• Experience with Active Directory, network troubleshooting, and remote support tools.
• Skills:
• Strong knowledge of operating systems (Windows, macOS, Linux), networking concepts, and hardware components.
• Proficiency in using remote support tools and ticketing systems.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Excellent time management and organizational skills.
• Ability to learn and adapt to new technologies quickly.
• Other Requirements:
• Ability to follow documented procedures.
• Ability to maintain confidentiality.
  
  

Founded in 1986, OnTrac has evolved into the leading provider of same-day and next-day delivery services in the U.S. for premier e-commerce and product-supply businesses, including five of the largest retailers in the U.S.

If you are excited to be part of our team and grow with our OnTrac family, we invite you to apply!

OnTrac is proud to be an Equal Opportunity Employer

OnTrac is an equal opportunity employer. We value diversity and welcome applications from individuals of all backgrounds, abilities, and experiences. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or age. Join us in our commitment to creating a diverse and inclusive workplace. If you are excited to be part of our team and contribute to our talent acquisition efforts, we invite you to apply.

Lasership, Inc. dba OnTrac Final Mile with its affiliates, including OnTrac Logistics, Inc. (collectively, "OnTrac" or the "Company") is an equal opportunity employer.

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