Senior Support Technician

Responsibilities

• Communicate and handle Level 2 problem solving efforts with Level 1 Technicians, users, other IS support staff, and vendor technicians
• Assist Level 1 Support Technicians for Level 2 resolution and provide timely feedback to the user regarding status
• Ensure that all problems/solutions are properly documented using standard problem tracking tools
• Maintain accurate records of hardware/device stock and CMDB data
• Create and terminate User Access when requested following Audit protocols
• Perform other responsibilities as assigned

Duties

• Perform PC Imaging using MS Autopilot
• Ship hardware and PCs to new employees
• Perform Deskside support/Level 2 support in the Buffalo office
• Work with Infrastructure team and Users to address security vulnerabilities/Windows Updates
• Work with IS Management/Infrastructure teams to handle ticket escalations
• Prioritize users inquiries based on the level of severity
• Interface with other IS personnel to determine exact nature of problem and implement procedures for users
• Document problems and correct procedures
• Coordinate resolutions with other Level 2 personnel as well as outside vendors or service companies
• Contact, schedule, and follow up with vendors for service calls and support
• Enter all troubleshooting steps in CTG’s ticketing system
• Create documentation/KB Articles for Level 1 Helpdesk Technicians
• Possibility for inclusion in infrastructure testing for new systems
• Perform other duties as required to fulfill responsibilities

Qualifications

• Associate degree in computer science or MIS, or equivalent experience
• Advanced knowledge with PC Hardware (Lenovo/HP)
• Advanced knowledge with Microsoft Office/Microsoft Outlook/Microsoft Edge
• Competent with using Active Directory for Account Administration, Domain access rights, Group Policies
• Competent troubleshooting and problem solving skills
• Competent in PC computing, network connectivity, system administration, application support, and operating systems.
• Competent with Cable modem/internet connectivity support/VPN/Remote connectivity troubleshooting
• Must have good customer service skills to be able to work with people who may be frustrated and try to research/correct the issue, or escalate to management
• Experience in an IS Helpdesk environment a plus

Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required.

CTG does not accept unsolicited resumes from headhunters, recruitment agencies, or fee based recruitment services for this role.

To Apply:

To be considered, please apply directly to this requisition using the link provided. Kindly forward this to any other interested parties. Thank you!

The expected base salary for this position is up to $80,000. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, market factors, and where applicable, licensure or certifications obtained. In addition to salary, a competitive benefit package is also offered.