Tech Support Level 2

Provide Tier 2 technical support for end users by troubleshooting hardware, software, and office automation issues and supporting system builds and administration onsite.

Responsibilities

• Answer technical support calls and requests from end-users for packaged and specialized software, office automation, and hardware
• Troubleshoot and resolve user issues; provide immediate end-user training when needed to reduce programmer time spent on repeat situations
• Escalate problems that cannot be resolved in a timely manner, including communicating the appropriate priority
• Log problems and resolutions in a database for use by tech support to resolve similar issues
• Build and load PCs as needed to support end users
• Administer Telco equipment
• Build and load servers as needed
• Set up user accounts on various systems and maintain knowledge of applicable security requirements
• Stay current on in-house developed or specialized software, including changes and new releases used within the organization
• Use software and other tools effectively to solve user problems
• Collaborate effectively with both technical and non-technical team members
• Perform additional duties as assigned

Requirements

• Minimum experience: 2 years
• Education: associate’s degree or related technical training
• May require an associate’s degree or related technical training plus 2-4 years experience
• Dependable and punctual
• Ability to work in an environment with frequent interruptions
• Good phone etiquette skills required
• Computer literate, including E-mail and MS Office
• Associate’s degree or higher

Technologies

• E-mail
• MS Office

Supervisory Responsibilities

• No direct supervisory responsibilities

Work Environment

• Indoor office environment
• Occasional outdoor activity may involve exposure to inclement weather

Physical Functions

• Primarily a sedentary administrative role with infrequent physical activity
• Minimal lifting required (under 50 lbs)
• Ability to speak, hear, and maintain vision appropriate for job requirements

Location: Enid, OK 73701 (onsite)