Tier II Service Desk
Role: Senior Service Desk Analyst - Tier 2
Location: Johnson City, Texas
Office: First month 5 days onsite, then 3 days onsite, 2 remote
Hours: 8 am to 5 pm (some flexibility)
Payrate: $35.hr maximum rate
Contract: Through 2025. Possible extension for 2026
Client is NOT OPEN to C2C or Sponsorship or Visa Transfer
Key Skills
SCCM
Endpoint
Intune
Network +
Comp TIA A+
Active Directory
Ticketing System Experience
Some PowerShell
This position is responsible for providing advanced troubleshooting and resolution of hardware,
software and network issues, incident root cause, maintenance of corporate image and provide Tier 2 support for Service Desk Technicians.
Essential Duties and Responsibilities
Research, diagnose and resolve problems via real-time discussions/chat with Service Desk Technicians
Create, update, and maintain daily records in an ITIL based ticketing system
Provide recommendations for the purchase of new equipment to meet company needs
Provide advance technical support for all applications, tools, and utilities
Create scripts and execute programs to manage software - Understanding of PowerShell
Evaluate software products and make recommendations
Be available occasional evenings and weekends for on-call agent
Expert understanding of how technology is use in different settings office, field, training,
engineering, communications
Monitor IT systems/application performance and security
Endpoint management - assist in the deployment and management of software updates, OS patches and security updates
Lead by example, demonstrating best practices in troubleshooting, customer service and documentation
Assist in developing training programs and materials for IT Service Desk
Assist in the development and enforcement of IT policies and procedures
Customer-focused mindset with a commitment to delivering high-quality service
Work closely with Applications, Developers, System and Network operations staff to escalate issues to the correct group
Proficiency with Windows operating systems and MacOS
Strong network fundamentals, including TCP/IP, DNS, DHCP, and VPN
Experience with Active Directory, Office 365 including Intune
Knowledge of working with ITSM tools
Understanding of cyber security best practices and tools
Knowledge, Skills and Abilities
Knowledge of principles and processes for providing excellent customer service
Knowledge of information systems, products, and services
Skilled in multitasking, prioritizing, and changing priorities
Skilled identifying, analyzing, and resolving problems
Ability to communicate effectively, verbally and in writing
Minimum Qualifications
Bachelor's Degree or related experience
Certifications: CompTIA A+, Network+, Security+, Microsoft Endpoint Administrator Associate
Seven to ten years of experience in computer setup and troubleshooting proficiency with Windows operating systems and MacOS
Strong network fundamentals, including TCP/IP, DNS, DHCP, and VPN
Experience with Active Directory, Office 365, and common enterprise applications
System Center Configuration Manager (SCCM) Administrator training
Intune Administrator training
Apply Now
Location: Johnson City, Texas
Office: First month 5 days onsite, then 3 days onsite, 2 remote
Hours: 8 am to 5 pm (some flexibility)
Payrate: $35.hr maximum rate
Contract: Through 2025. Possible extension for 2026
Client is NOT OPEN to C2C or Sponsorship or Visa Transfer
Key Skills
SCCM
Endpoint
Intune
Network +
Comp TIA A+
Active Directory
Ticketing System Experience
Some PowerShell
This position is responsible for providing advanced troubleshooting and resolution of hardware,
software and network issues, incident root cause, maintenance of corporate image and provide Tier 2 support for Service Desk Technicians.
Essential Duties and Responsibilities
Research, diagnose and resolve problems via real-time discussions/chat with Service Desk Technicians
Create, update, and maintain daily records in an ITIL based ticketing system
Provide recommendations for the purchase of new equipment to meet company needs
Provide advance technical support for all applications, tools, and utilities
Create scripts and execute programs to manage software - Understanding of PowerShell
Evaluate software products and make recommendations
Be available occasional evenings and weekends for on-call agent
Expert understanding of how technology is use in different settings office, field, training,
engineering, communications
Monitor IT systems/application performance and security
Endpoint management - assist in the deployment and management of software updates, OS patches and security updates
Lead by example, demonstrating best practices in troubleshooting, customer service and documentation
Assist in developing training programs and materials for IT Service Desk
Assist in the development and enforcement of IT policies and procedures
Customer-focused mindset with a commitment to delivering high-quality service
Work closely with Applications, Developers, System and Network operations staff to escalate issues to the correct group
Proficiency with Windows operating systems and MacOS
Strong network fundamentals, including TCP/IP, DNS, DHCP, and VPN
Experience with Active Directory, Office 365 including Intune
Knowledge of working with ITSM tools
Understanding of cyber security best practices and tools
Knowledge, Skills and Abilities
Knowledge of principles and processes for providing excellent customer service
Knowledge of information systems, products, and services
Skilled in multitasking, prioritizing, and changing priorities
Skilled identifying, analyzing, and resolving problems
Ability to communicate effectively, verbally and in writing
Minimum Qualifications
Bachelor's Degree or related experience
Certifications: CompTIA A+, Network+, Security+, Microsoft Endpoint Administrator Associate
Seven to ten years of experience in computer setup and troubleshooting proficiency with Windows operating systems and MacOS
Strong network fundamentals, including TCP/IP, DNS, DHCP, and VPN
Experience with Active Directory, Office 365, and common enterprise applications
System Center Configuration Manager (SCCM) Administrator training
Intune Administrator training
Apply Now