Desktop Support - Level II

Grapevine MSP Technology Services seeks Desktop Support Level II professionals to enhance our dynamic team.

As we rapidly and continually expand our infrastructure, your role will involve constructing, maintaining, and troubleshooting crucial systems. You will join a skilled group of engineers known for their technical excellence and dedication to delivering critical support.

Candidates for this Tier II position should deeply understand computer software, hardware, internet applications, networks, and operating systems. The ideal applicant will have strong troubleshooting skills and a keen attention to detail, ensuring high-quality service and reliability.

Responsibilities

• Provide in-depth technical support
• Tier 2 escalation point for Tier 1, when required
• Communicate with the end-user for problem analysis before providing a solution.
• Develop a deep understanding of our company products
• Set up workstations with computers and necessary peripheral devices (routers, printers, etc.)
• Check computer hardware (HDD, mice, keyboards, etc.) to ensure functionality.
• Configure and install appropriate software and functions according to specifications.
• Ensure security and privacy of networks and computer systems
• Provide orientation and guidance to users on how to operate new software and computer equipment
• Organize and schedule upgrades and maintenance without deterring others from completing their work
• Perform troubleshooting to diagnose and resolve problems (repair or replace parts, debugging, etc.)
• Maintain records/logs of repairs and fixes and maintenance schedule.

Requirements

• Extensive experience in the field or proven work experience
• Be capable of providing quick resolutions and solutions for small tasks
• Thorough knowledge of helpdesk processes and customer service
• Excellent communication ability
• Outstanding organizational and time-management skills
• Ability to perform remote troubleshooting and provide clear instructions
• Hands-on experience with all workstation versions of Windows; familiar with Mac OS environments; an In-depth understanding of diverse computer systems and networks
• Working knowledge of office automation products and computer peripherals, like printers and scanners
• Familiar with Microsoft Office Suite setup and repair
• Excellent diagnostic and problem-solving skills
• Participates in research and development initiatives when requested.
• Proficiency in managing and troubleshooting network issues, including LAN and WAN.
• Experience with Office 365, Active Directory, and remote desktop applications.
• Familiarity with antivirus software, firewalls, data encryption technologies, and privacy principles.

Benefits

• Competitive Pay
• 401K Plan with matching pay contributions
• Grapevine MSP offers access to low-cost, high-quality healthcare options, "Health, Dental, and Vision."
• Vacation time
• Paid Sick Time
• Performance Bonuses
• Work Anniversary Recognition
• Equipment and Tools Provided
• There are plenty of training courses, if you want to advance further; Grapevine MSP offers Growth and Development Plans with Industry-Specific Training.
• Team Events
• Social Events