Access One Inc.3.2
Help Desk Technician II
Access One is a business technology services and communications provider, dedicated to world-class technologies and an award-winning client experience. Founded in 1993, Access One strives to provide businesses with seamless technology services that scale and evolve along with their business. Our custom-tailored solutions can be delivered modularly, or as a complete, end-to-end service; providing an unrivaled level of accountability for our clients’ communications, managed IT and cloud-based services. Access One’s services give businesses back their time and increase their productivity. Our clients’ success is our success.
Why a Career at Access One
An opportunity to grow your career and expand your knowledge
Professional development and growth through continual learning
Recognition of all your accomplishments, large and small
A chance to relax and enjoy your co-workers at company events
Access to health programs such as gym membership incentives
Comprehensive benefits including insurance, PTO (Paid Time Off) and financial planning
Volunteer and donation opportunities to help improve our community
What you will do
The Help Desk Specialist (Tier II) is responsible for supporting inbound tickets and phone calls as well as assisting Help Desk Specialist Tier I’s with escalations. As well as triaging customer needs to higher level engineers if the request is above their knowledge. This relates to technologies including: workstations, servers, virtualization, printers, networks, and vendor specific hardware and software.
Answer phone calls, respond to tickets/alerts as well as handle escalated issues in a timely fashion
Advanced technical support at the network level: LAN/WAN connectivity, routers, switches, firewalls, and wireless
Advanced remote access solution implementation and support: VPN, Terminal Services, and Citrix
Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
Maintain internal and/or client-facing documentation as changes or knowledge is found
Detailed communication with customer and vendors as required to keep all parties informed of issues, progress, changes, and resolutions.
Support of backup and disaster recovery solutions.
Work closely with team members, Field Engineers, NOC, and Project Engineers when needed or called on for assistance.
Improve customer service with the ability to seek opportunities to increase client satisfaction and deepen client relationships
Fast and timely turn around on all customer requests and escalations
Ability to work in a fast pace team environment
Communication to our clients, vendors, and internally via phone, email, and ticketing system
Escalating requests to appropriate higher-level team members or departments when needed
Responsible for entering time and expenses as it occurs in our ticketing system
Ability to work independently with locating information to assist a customer/vendor
Enter all communication and work inside a service ticket
Ability to assist and or train other team members when assistance is needed
Part of an On-Call Rotation for After Hours support
Who you are
Minimum High School Diploma or equivalent
College level courses in IT and/or certification preferred
Professional IT Certifications, such as: Microsoft MCP/MCSA, Cisco CCNA, or CompTIA Network + or possessing the drive to achieve professional IT certifications applicable to the services and solutions provided by Access One.
Minimal 3 years of experience in similar role
Advanced understanding of operating systems, business applications, printing systems, and network systems
Advanced diagnostic skills of technical issues
Labtech RMM /ConnectWise PSA experience strongly desired
Knowledge of IT applications, processes, software, and equipment
Strong organizational and customer service skills
Interpersonal skills: such as communication skills, active listening, and customer-care
Ability to multi-task and adapt to changes quickly
Ability to work in a team and communicate effectively
Technical awareness: ability to match resources to technical issues appropriately
Service awareness of all organization’s key IT services for which support is being provided
Understanding of support tools, techniques, and how technology is used to provide IT services
Self-motivated with the ability to work in a fast-moving environment
Access One provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.