Job description

Job Description:

Position: Service Desk Engineer II

Duration: Full time Permanent

Location: Columbia, SC 29205

Client: Direct Client

The Service Desk Engineer II provides professional and courteous technical support to employees and affiliates by responding to and resolving requests concerning network, hardware, and software issues. The ideal candidate will be an articulate problem-solver who works well with others.

About the Role:

· Win10 and Office 365 support at a journey-level

· System Administration

· Troubleshoot, diagnose, and resolve technical hardware and software issues including but not limited to Microsoft 365

· Determine the best solution based on the issue and details provided by customers

· Clearly walk the customer through the problem-solving process

· Follow-up on outstanding requests and ensure timely resolution

· Direct unresolved issues to the next level of support

· Utilize IT ticketing system in accordance with standard operating procedures and best practices

· Provide a positive customer experience by clearly communicating technical guidance to nontechnical customers and quickly resolving issues

About You:

· Associate's degree (or higher) in Computer Science or closely related field of study preferred

· 1+ years of System Administration experience

· 2+ years of IT Call Center experience preferred

· 4+ years of experience providing direct customer service at Tier 1 and/or Tier 2 level; two of which must have been during the last five years

· Bilinugal in Spanish- preferred

· Excellent verbal and written communication skills

· Exceptional listening, problem-solving, negotiation, analytical, and critical thinking skills

· Basic knowledge of ITIL concepts and strong knowledge of comprehensive IT support

· Strong knowledge and experience with Microsoft 365 and Active Directory

· Customer-focused with a passion and drive for customer satisfaction and delivering business value

· Journey-level hardware and software hands-on knowledge

· Journey-level troubleshooting skills

· ITIL Foundation Certification preferred

· Pharmaceutical software experience/knowledge preferred

· Driver's license required

· Must be willing and able to travel for business to pharmacies near Columbia, SC: Rockhill, Charleston, Lexington, Greenville, Decatur, GA one time a week minimum

· Must be available to work Monday through Friday from 8am to 5pm

· Must be fully vaccinated against COVID-19 and if hired, must provide proof of vaccination

Job Type: Full-time

Benefits:

• Health insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Experience:

• IT support: 6 years (Preferred)
• System administration: 1 year (Preferred)
• Call center: 2 years (Preferred)
• O365: 4 years (Preferred)
• Windows 10: 3 years (Preferred)
• Active Directory: 3 years (Preferred)

Work Location: One location

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