Service Desk Technician Level II

Cooperative Systems Windsor , CT 06095

Posted 3 weeks ago

  • First and second level support and initial advisor for all customer support technical issues.
  • Perform remote desktop, user, network, and basic server support for customers.
  • Administration of Active Directory users, and computer accounts
  • Configuration of mobile device connectivity
  • Remote assistance to end users for desktop and network issues.
  • Perform occasional on-site support for customers.
  • Advanced application and endpoint troubleshooting
  • Basic networking and server support
  • Communicate with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
  • Perform administrative duties including but not limited to logging hours, creating and updating customer documentation using company-approved data entry system.
  • Exercises independent judgment in the interest of the company as a substantial part of the work day
  • Obtain training and certifications to further goals of self and the company.
  • Provide ideas/insights as to new products or services that the company can offer its clients.
  • Perform after hours customer support as required.
  • Meet (at a minimum) company Service Level Agreements.
  • Perform other duties as assigned.


  • Three or more years performing remote help desk support
  • Experience with Active Directory administration
  • Experience with current Microsoft desktop OS & apps
  • Exposure to Windows server operating systems
  • Professional Certification (A+, MCP, Network+, Security+)
  • High school diploma or equivalent
  • Strong interpersonal communications skills including the ability to ask relevant questions, effectively listen, provide information, and collaborate with others in a positive way
  • Take ownership and follow-through on responsibilities
  • Ability to quickly analyze a situation and follow a systematic approach to problem resolution.
  • Ability to manage time and multiple tasks/priorities.
  • Ability to learn new procedures and concepts and apply them quickly and effectively.
  • Adaptable and flexible
  • Attention to detail, clear and concise writing skills.
  • Cooperation, trust and teamwork skills.
  • Effectively use internal and external support resources and options.
  • Ability to lift up to 30 pounds
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Service Desk Technician Level II

Cooperative Systems