Level II Helpdesk Technician

Level 2 Helpdesk Technician Our client is looking for a Level 2 Helpdesk Technician for a position in Elk Grove, CA. Position Summary: Under the direction of the supervisor of the Service Desk, the PC Systems Administrator/Analyst provides tier one phone and in-person support to users for e-mail, connectivity, networking, operating system, and application issues, and will be responsible for generating support tickets, troubleshooting advanced IT related problems and escalating trouble tickets as necessary to specialized staff for resolution. The PC Systems Analyst will also participate in project-based work such as computer operating systems upgrades, enterprise application installations, and must be effective in interpersonal communication and problem solving. Position Responsibilities- Other duties may be assigned: • Provide exceptional customer service to all users • Interact with employees at a technical and non-technical level • Provide strong Tier I-II support for the service desk support team • Analyze/troubleshoot all levels of desktop, general application, and network issues • Document, track and monitor technical issues to ensure timely resolution • Provide timely and thorough input for regular status reporting • Provide remote and onsite computer hardware and software setup, repair, upgrading, and troubleshooting support • Manage and troubleshoot both on-prem and cloud-based Active Directory services and Office 365 environments, including user account management, group policies and permissions • Assist with maintaining master software repositories for hardware drivers/firmware, OS and application patches, and software updates • Perform basic maintenance and troubleshooting on printers and multifunctioning copiers • Assist with developing processes and procedures that outline how incidents, requests and problems are identified, preserved in a knowledgebase, escalated, and actioned • Respond to inquiries and requests for assistance from end users via telephone, email, chat and ticketing system • Maintain a customer satisfaction measure of 96. Samprasoft