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Tier 2 IT Support

  • Location: Houston, TX
  • Job Type: Direct Placement
  • Ref No: 22-06221
  • Date: September 28, 2022
  • Pay: $70000.0 - $75000.0 per Year USD
  • Job title:

Job Description - Tier 2 IT Support


• Conduct in-person and remote analysis to diagnose, troubleshoot, and resolve Tier 2 service requests during normal firm hours, and after-hours

• Follow-up on incidents to ensure proper resolution

• Appropriately escalate issues and requests

• Isolate recurring technical or training issues to proactively address end-user issues, and collaborates with other teammates

• Prepare and set up computers and peripherals for new users, manage hardware exchanges/upgrades and facilitate lease returns

• Manage inventory and the distribution of loaner equipment

• Maintain clear, concise, and consistent records/documentation of problems, requests, and resolutions

• Update, create, and edit Knowledge Base articles and team documentation

• Document and track hardware inventory and software licensing

• Remain thoroughly informed and aware of all updates/changes and take proactive measures accordingly

• Maintain technical proficiency through ongoing professional development

• Support the Infrastructure & Office Services

• Travel to offices and trial sites for equipment setup, exchanges, office moves, and other technical support functions

• Approach all work with a client-centric mindset, and remain professional at all times

• Designing and delivering technical training, resources, and accompanying materials to drive the adoption and usage of firm applications and technology

• Continuously creating and maintaining needed user documentation and other reference materials

• Collaborating with Human Resources and/or Department Manager/Supervisor to coordinate new-hire training schedules and identify specific orientation training needs

• Provide desk-side assistance and floor support during and after training

Required Qualifications:

• Active Directory

• Microsoft Windows 10 Enterprise or higher

• Microsoft Office 365 (Word, Excel, Outlook, PowerPoint, OneDrive, SharePoint, Teams)

• Citrix and VPN technologies

• Standard tools for diagnosing and resolving desktop, laptop, network, and mobile device issues

• Conventional ticketing systems, network protocols, printers, and peripherals

• In-depth knowledge of templates, document design, and styles

• Camtasia or comparable eLearning development/design/editing tools

• Understanding of conventional IT ticketing systems

• NetDocuments or comparable document management systems (DMS) are a plus

• Exceptional work ethic

• Experienced in planning, designing, teaching, and facilitating technology training

• Proven ability to manage all aspects of the training cycle

• Demonstrated research, analytical, and problem-solving skills within fast-paced, innovative technology environments

• Strong organizational, prioritization, time management, and project management skills, with the ability to adapt quickly to changing priorities and new applications/technologies

• Proven ability to work independently and collaboratively with a team

• Strong interpersonal, writing, verbal communication, and customer service skills

• Ability to communicate technical information to non-technical personnel

• Experienced with new software and hardware rollouts for 100+ end-users

• Ability to lift computer equipment or other bulky items up to 35 pounds

• Ability to travel overnight as required

• Bachelor's degree, or equivalent technical certifications or equivalent work experience

• Minimum 3 years of help desk/support experience


$65k - $75k

About Infinity Consulting Solutions

At Infinity Consulting Solutions our mission is to cultivate successful long term relationships with candidates and clients matching the right candidate with the right client. We believe technology cannot replace the real personal relationships we cultivate. We reject the notion that technology alone is the answer to staffing which is why we our successful partnerships rely on collaboration NOT automation. ICS has been providing flexible staffing solutions for over 20 years in Information Technology, Compliance, Accounting / Finance and Corporate Support. Our staffing solutions include Contract, Temp to Perm and Permanent Placement.

ICS is an Equal Opportunity Employer.

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