Help Desk Technician - Tier 2

Proteam Solutions is seeking a Help Desk Technician - Tier 2 for a remote contract role supporting an educational institution in Columbus, Ohio. This position serves as the first point of contact for multi-tier IT service support, with a focus on troubleshooting and first-contact resolution. The role involves diagnosing issues, guiding users, and coordinating with higher-tier teams to drive timely resolutions.

Responsibilities

• Evaluates issues and escalates as needed to higher-tier and specialized staff.
• Provides user support on software and hardware from base offices or on-site and field desktop locations (main campus, regional sites, medical facilities).
• Performs varying complexities of regular or project-related installation, preventive maintenance, break and fix, fault diagnosis, identification, isolation, resolution and deployment.
• Monitors escalations of customer issues and requests, communicates, tracks and reports computing environment outages while collaborating with IT personnel and leadership to aid in problem resolution.

Requirements

• 2+ years of IT Helpdesk experience in mid-sized to large-scale environments
• Experience with enterprise ticketing systems such as ServiceNow
• Experience supporting Tier 2 issues related to User Access, Passwords, Email, etc.
• Outstanding troubleshooting skills with a track record of First Call Resolution
• Exceptional communication skills with the ability to quickly understand and troubleshoot user issues
• Strong customer service skills
• Proven ability to work effectively in team settings
• Education: High school diploma

Technologies

• Windows OS
• MAC OS
• Laptop applications
• Desktop applications
• Mobile device applications
• 3rd Party systems
• ServiceNow
• Canvas

Preferred Skills

• 4+ years of IT Help Desk experience
• Experience with ServiceNow
• Experience supporting Educational software like Canvas
• Technical certifications such as CompTIA A+, Network+, ITIL, etc.