Tier 1 2 Support

Tier 1 2 Support Jobs

2 jobs found

1d ago

Technical Support Specialist

Brooks Rehabilitation Phoenix, AZ

Phoenix, AZ

1d ago

Full time Customer Support End User Support Help Desk Support

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Job Description

Brooks Rehabilitation is hiring a Technical Support Specialist to deliver advanced, onsite service desk support in a high-volume IT environment.

Responsibilities

Provide Tier I and Tier II technical support for hardware, software, connectivity, access, and other general technology issues.
Independently assess, prioritize, troubleshoot, and resolve assigned incidents and service requests in a timely manner.
Communicate clearly with customers, team members, leadership, vendors, and other support partners during the full lifecycle of each issue.
Meet established service-level targets for response, resolution, customer communication, documentation quality, and ticket ownership.
Monitor assigned work queues, provide timely status updates, and ensure tickets are properly resolved or escalated.
Document troubleshooting steps, customer updates, escalation details, and resolution notes accurately in the ITSM system.
Identify and escalate complex, urgent, or unresolved issues with appropriate details to support next-level resolution.
Support IT projects, technology deployments, procurement-related activities, and other service desk initiatives as assigned.
Participate in an on-call rotation to support after-hours incidents, escalations, and business-critical needs.
Maintain productive relationships with internal departments, business lines, vendors, and other IT teams.
Improve team effectiveness by sharing knowledge, assisting peers, and helping maintain clear support documentation.
Follow department policies, procedures, and service standards while completing other duties as assigned.
Install, configure, deploy, recover, and maintain end-user technology while ensuring asset records, inventory details, and assigned equipment are documented throughout the equipment lifecycle.
Perform other duties as assigned.

Requirements

Strong time management and prioritization skills
Ability to meet deadlines
Ability to manage multiple, sometimes competing priorities in a fast-paced environment
Ability to work independently and in a team environment, including problem-solving as issues arise
Strong communication and interpersonal skills
Capability to productively support Brooks IT staff
Excellent verbal and written communication skills
A+ or Network+ Certification
Advanced knowledge of a Windows environment
High proficiency with office technologies and computer applications, including MS Office products and the internet
Health Care experience preferred
ServiceNow experience preferred

Technologies

Windows
MS office products
ServiceNow
ITSM

Onsite Location

18500 64th Street, Phoenix, AZ

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2d ago

Help Desk Support Analyst (Tier 1-2)

Forman Mills Inc Cinnaminson, NJ

Cinnaminson, NJ

2d ago

Full time Active Directory Hardware Support Help Desk Support

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Job Description

The System Support Analyst role at Forman Mills Inc supports day-to-day technology operations across store and corporate environments. In this Level 1 and 2 capacity, you will handle help desk service requests, help keep Point of Sale (POS) systems running smoothly, and work toward fast resolution while tracking incidents through closure.

This onsite position is located in Cinnaminson, NJ and requires a minimum of 2 years of relevant experience.

What You’ll Do

Respond to service requests through telephone, email, instant messaging, and other communication channels.
Prioritize and schedule requests, issues, and incidents, coordinating with subject matter experts to support quick resolution.
Track service requests and incidents to closure, documenting the problem solving process, decisions, actions, and final resolution.
Identify and report compliance issues that require follow up or investigation, including risk assessment.
Provide local and remote system administration, maintenance, and configuration support.
Perform Tier 2 triage and resolution tasks such as account creation and network support.
Monitor store and corporate networks by reviewing the failure list and completing first-level troubleshooting prior to escalation.
Assess whether issues need escalation and coordinate next steps with IT for appropriate handling.
Coordinate with IT to implement standard and recurring coding changes to allocation systems, along with adhoc changes requested by the business.
Address and/or escalate project issues and support resolution through completion.
Validate restated plans, forecasts, and history post hierarchy changes.
Own and oversee triage and resolution for open tickets tied to Store and Corporate Systems, Applications, and Hardware.
Support installation and troubleshooting across applications, operating systems, patches, and hardware platforms.
Install and configure computer systems, install POS systems and related hardware and software, diagnose hardware and software failures, and resolve technical problems.
Perform other technical and nontechnical duties as assigned.
Carry a cell phone and be available for technical assistance during off hours or beyond normal business operations.

What You Bring

Positive attitude, high self-motivation, and eagerness to learn new skills to support projects and team success.
Ability to work independently or in a team environment while meeting deliverables and deadlines.
Working knowledge of hardware and peripheral troubleshooting/support, service delivery systems, remote user networking (e.g., TCP, IP), and operating system support.
Intermediate knowledge of LAN/WAN environments and telecommunications.
Intermediate knowledge of Microsoft Active Directory and Exchange.
Intermediate knowledge of remote access tools.
Use and knowledge of Microsoft Office applications.
Very strong interpersonal and customer service skills, including effective communication while maintaining positive relationships with stores, especially over the phone.
Detail-oriented approach and the ability to coordinate and manage multiple tasks.
Strong problem-solving and analytical skills with investigative, organizational, and project management capabilities.
Effective written and verbal communication skills, with the ability to explain complex technical concepts in business terms across all levels.
Ability to multitask and understand prioritization of deliverables.
Ability to collaborate across business units including Merchandising, Operations, Finance, Human Resources, and Distribution.
Ability to apply expertise to everyday business and process issues with minimal direction, while prioritizing effectively.
Ability to break down complex processes into simpler parts for analysis and improvement.
2+ years of relevant retail experience is a huge plus.
Experience using Service Desk Ticketing Systems is a plus.

Technologies You’ll Work With

Point of Sale (POS) systems
Microsoft Active Directory
Exchange
Microsoft Office applications
LAN/WAN environments
TCP, IP
Remote access tools
Service Desk Ticketing Systems

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Tier 1 2 Support Jobs

Technical Support Specialist

Help Desk Support Analyst (Tier 1-2)

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