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IT Help Desk Tier 2 Technician

Cementation USA

Sandy, UT

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JOB DETAILS
SKILLS
2nd Level Support, Analysis Skills, AutoCAD, Best Practices, Computer Servers, DHCP (Dynamic Host Configuration Protocol), DNS (Domain Name System), Desktop PC, Establish Priorities, Help Desk, Identify Issues, Internet Security, Interpersonal Skills, Inventory Management, Microsoft Active Directory, Microsoft Windows Operating System, Network Support, Problem Solving Skills, Regulations, Retirement and Pension Management, Safety Compliance, Safety/Work Safety, Service Level Agreement (SLA), Software Configuration Management, Software Installation, SolidWorks, Systems Administration/Management, TCP/IP (Transmission Control Protocol/Internet Protocol), Team Player, Technical Support, Technical Writing, Time Management, VLAN (Virtual Local Area Network), VPN (Virtual Private Network), Willing to Travel
LOCATION
Sandy, UT
POSTED
30+ days ago

Job Title:

 

IT Help Desk Tier 2 Technician

Department:

 

Information Technology

 

Reports to:

 

IT Director Cementation Americas

 

 

 

GENERAL PURPOSE OF THIS JOB

 

Reporting to the IT Director Cementation Americas the IT Help Desk Tier 2 Technician provides technical support and resolution for complex IT issues at the Head Office and Field Offices.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

 

HEALTH AND SAFETY

  • Work in compliance with all Health and Safety rules and regulations for Cementation
  • Be aware of any health and safety hazards or infractions and report same to Health and Safety Department
  • Keep the IT work area clean and tidy

 

GENERAL RESPONSIBILITIES

  • Provide second-level support for complex technical issues relating to hardware, software, and network issues from Tier 1.
  • Escalating unresolved tickets to Tier 3 support in a timely manner when needed.
  • Collaborate with Tier 1 support and Tier 3 support on escalations while meeting SLA targets
  • Effectively use Help Desk Ticket System to manage all tickets
  • Create and maintain technical documentation on installation of software, configurations and fixes
  • Remote site establishment, maintenance & demobilization
  • Managing inventory & retirement of assets
  • Ownership of small to medium ad hoc projects
  • Other duties as assigned

 

 

TRAVEL REQUIREMENTS

  • This position has the requirement for occasional travel to our project sites and offices

 

SUPERVISORY RESPONSIBILITIES

  • Has no direct reports; however, is responsible for escalating, delegating, and monitoring of tickets, working with the IT department and third-party suppliers

 

 

EDUCATION AND EXPERIENCE

 

  • College diploma or equivalent
  • 2 - 4 years of helpdesk experience
  • Microsoft (MSCA) or Cisco (CCNA) or equivalent

 

SKILLS, KNOWLEDGE & ABILITIES

 

  • Able to work in a group environment
  • Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment
  • Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times
  • Able to effectively prioritize workload to ensure deadlines are met
  • Strong advanced troubleshooting and analytical skills
  • Deep understanding of Windows, as well as user management in Active Directory
  • In depth knowledge of servers, systems, and networks including VLANs, VPNs, DNS, DHCP, TCP/IP & troubleshooting connectivity issues.
  • Proficient in using remote desktop software, ticketing management & knowledge of cybersecurity best practise
  • Experience with SolidWorks/AutoCAD is considered an asset

 

 

Cementation is an Equal Opportunity Employer

 

 

 

About the Company

C

Cementation USA

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