Charlie e Tyler

IT Support Technician Level Ii @Planet Home

Meriden, CT, US

The IT Support Technician – Level II role is to ensure proper computer operation so that end users can accomplish business tasks. This includes actively resolving escalated end user help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. This position resolves more complex issues requiring detailed systems and applications knowledge and are typically escalated from Level I. Installs and/or updates performance upgrades to required hardware and software and recommending computer products or equipment to improve company productivity. Answers to and performs moves, add, and change requests as they are submitted. Works directly with other IT team members to disperse new technology and other enterprise projects. Mentors other help desk personnel on hardware and software problem analysis and resolution.