Tier II IT Support - Onsite, North Indianapolis

Job Description

This is an onsite role in Indianapolis with no remote work. No relocation assistance is available and this is an immediate need so only local candidates are being considered at this time.

Overview:

This is a Client-facing role working as part of a Support Team providing Tier 2 and Tier 3 desktop / IT system deployment and support to a dedicated client.

Qualified candidates will have a passion for exceeding expectations, strong communication skills, and a consistent professional manner and experience providing front-line assistance to clients both remotely and in person.

Technical Requirements:

Operating & Cloud system support

Windows 10/11 installation, deployment, troubleshooting

Microsoft office suite deployment and support and standard messaging apps (teams or related)

Knowledge of patching fundamentals

Exchange/SQL/SharePoint/O365 administration

Windows Malware / AV install, troubleshooting and threat removal

Account creation / suspension & password change, permissions in;

Active Directory, Office 365 & Azure Active Directory

Workstation setup of local & network printers / scanners

Windows Server Deployment/Administration

iOS / Android phone support for setup / email integration

Familiarity with remote work VPN technology and basic troubleshooting

Two Factor Authorization and MDM:

Knowledge of fundamentals

Add/move/change requests

Basic troubleshooting

Additional skills - Nice to have:

Networking skills – switch, firewall, router

VoIP deployment, troubleshooting

Security technologies

Deployment skills - e-mail security filtering, MFA, Secure Password platforms, mobile device management.

Layered security approach and experience (cloud to handheld)

Familiarity with CAD, Revit, or other architecture / engineering solutions

MSP Tools

Experience with Autotask ticketing system or similar

Experience with N-Central remote management

Experience with SharePoint documentation

Experience:

2-4 years of industry experience, preferably with a Managed Service Provider

Proven strength in workflow/project management of tasks

Proven success working in a team-oriented, collaborative environment

Proven aptitude for technical troubleshooting

Proven interpersonal, written, and oral communication skills

Proven customer service orientation

Industry certifications

Role Responsibilities & Success Factors:

Manage the lifecycle of client communication and expectation setting as it relates to service desk and project tasks

All service and project ticket related activity must be documented in Autotask and SharePoint as applicable and updated in near real-time including, but not limited to, time entry, response to customer’s requests and updates, and ticket resolution

Minimum of 30 hours of time entry documented in Autotask per week

Highly self-motivated and directed, with keen attention to detail

Effective team collaboration both in workflow management and communication

Consistent engagement with client documentation of procedures and asset management