Senior IT Technician Tier 2

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Senior IT Technician Tier 2

@ LHC Group

Summary

Serves as a point of contact for people experiencing a variety of difficulties with software and hardware. Resolve most technical issues related to our information technology. Support the end-user devices, connectivity and general applications used by the business. Provide guidance and assist IT Technician Tier 1 staff with customer issues. Document solutions to issues in the knowledge base for use by customers and other Service Desk Staff.

This position is based on-site in Lafayette, LA.

Responsibilities

• Will serve as a point of contact for people experiencing a variety of difficulties with their software and hardware
• Will maintain exemplary customer service by exercising a professional, friendly, and calm demeanor when communicating with customers using a variety of communication and support technologies
• Will document, prioritize, and monitor customer issues to ensure a timely resolution
• Will work with IT infrastructure and operations team members to develop solutions to user problems and update knowledgebase content to share those solutions with Tier 1 professionals as appropriate
• Will gain proficient working knowledge of the technology that you are responsible for supporting
• Will remain up to date with all new upgrades, system enhancements and changes to ensure effective solutions are given to customers
• Will remain current with all required continuing education and compliance training mandated by the company and supervisor
• Will identify trends in incoming issues and effectively communicate the finds to the next level of support
• Will maintain productivity standard as set forth by supervisor at or above 100%
• Will display a sense of urgency and drive to complete tasks quicky
• Will serve as escalation point for all issues that cannot be resolved at the Tier 1 level
• Will conduct quality checks on active and closed tickets to ensure compliance with service desk operational procedures and regulatory guidelines

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Qualifications:

Education and Experience

• Associate's/bachelor's degree or appropriate level certifications preferred
• More than 4 years’ experience in troubleshooting desktops, laptops, printers, mobile phones, and tablets is required
• Experience with network connectivity as well as working with ISP's is required
• Demonstrate excellent customer service skills
• Demonstrate strong logic skills
• Demonstrate strong mechanical skills
• Demonstrate proficiency in supporting Microsoft Windows operating system
• Demonstrate proficiency with Android tablets Strong mechanical skills
• Demonstrate Excellent verbal and written communication skills
• Demonstrate exceptional ability to think quickly and logically when under pressure
• Demonstrate strong capability to multitask and prioritize a busy workload
• Demonstrate the ability to train others
• Will support testing, implementation, and the drafting of reference material for all system, application and hardware upgrades and enhancements
• Will mentor and guide all Tier 1 service desk personnel in day to day tasks, remedial training, and corrective actions

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How to Apply:

Apply online at: https://careers.lhcgroup.com/our-teams 

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