Service Desk Technician II
$50,000–$80,000 year
RemoteUnited States
Job Summary
Provide fast, efficient resolution to advanced support requests involving application support, outage resolution, and hardware, software, and network issues within a tier 2 perspective. Log, diagnose, repair, and relay reported problems to users or senior technical staff, while communicating clearly with both non-technical and technical stakeholders. Diagnose complex issues for escalation to sales engineers and acquire new technical skills to maintain proficiency in Microsoft-based environments and SMB infrastructure. This hybrid role requires on-call availability for remote and onsite client offices in the Austin, TX area, including weekly travel to the San Antonio office. Candidates must possess reliable transportation and a valid driver's license. Based in the Austin, TX area but reporting to the MN Mytech Branch offices, this position supports clients to ensure they remain productive through effective service desk operations.
Required Qualifications
- Minimum 3 years industry experience, specifically supporting Microsoft based environments
- Strong technical knowledge and understanding of SMB networks, infrastructure, and equipment
- Ability to concisely document processes, issues, resolutions; strong writing skills required
- Ability to multi-task, prioritize tasks and respond with sense of urgency
- Strong problem solving and critical thinking abilities
- Ability to successfully and effectively work independently and within a team structure
- Self-motivated and responsive to Management and customers
- Strong organizational skills and attention to detail
- Demonstrated knowledge of standard help desk service call methods and procedures
- Exceptional ability to develop productive and positive customer relationships
- Technician must be based in Austin, TX area
- Travel to the San Antonio office once weekly
- Needs reliable transportation and valid driver's license
Desired Qualifications
- Experience working with time tracking/ticketing software desired
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