​​​​​​Location: Sarasota, Florida

Octagon Talent Solutions seeks a proficient and dedicated Tier 2 Help Desk Support professional to join our client company team! The ideal candidate will have extensive experience providing technical assistance, troubleshooting hardware and software issues, and implementing IT solutions. This role requires a candidate who values the importance of a supportive company culture, comprehensive screening processes, and the effective use of technology.

If you have technical support skills and a passion to work within biotech's growing and dynamic industry, we would love to hear from you! Apply today and explore how your skills and expertise can add value to our client's operations.

Responsibilities:

Provide Information Technology Support (ITS) at the client’s site(s) during scheduled hours or as needed.

Supply Information Technology Support (ITS) relating to desktop technical issues involving Microsoft’s core business applications, operating systems for PC (Windows 7+), MAC (OS X), and peripherals.

Responsible for technical break/fix support for all Information Technology Support (ITS) systems currently deployed in production.

Interface and maintain effective communication with business users and other ITS teams.

members when analyzing, updating, and resolving cases.

Responsible for administration, maintenance, and second-level support of back-end global ITS systems.

Identification of opportunities for continuous improvement (upgrades, security, update patches, etc.) of systems in production.

Communication with customers as required: keeping them appropriately informed of incidents or request progress in the ticketing system and notifying them of impending changes based on the client’s SLA.

Escalate client support cases to appropriate resources following the escalation process and procedures.

Work with Dispatchers and Team Leads to ensure requests are routed to the proper resource to be resolved quickly and efficiently.

Data entry may be required for new and active clients on the Ticketing system.

Responsible for entering time and all work with proper updates in the Ticketing system as it occurs. Identify proactive ways to reduce the number of issues and support calls in the environment (reduction in quality, interruption, or failure of an ITS service).

Onsite work at client locations will be required as needed.

On-call rotation.

Other duties as assigned.

Demonstrate exceptional customer service skills to exceed customers’ expectations and minimize escalations by taking ownership of customer-reported issues.

Illustrated diplomacy, tactfulness, and empathy when dealing with customers.

Exemplified ability to defuse escalations and high-tension situations.

Well-developed ability to appease customers experiencing service outages and difficulties.

Ability to listen actively and ask clarifying questions to seek understanding.

Experience going above and beyond duty to delight customers.

Must have a genuine drive for customer satisfaction and retention.

Interface and maintain effective communication with business users and other ITS tea members when analyzing, updating, and resolving cases.

Skills in troubleshooting, solving problems, and root cause analysis.

Excellent organizational and time management skills. Capability to manage own workload while meeting team goals and business needs of the company.

Proven aptitude to work well in a team or independently with minimum supervision.

Desire and capability to work and make timely decisions in a rapidly changing and uncertain environment.

Requirements:

Education: Bachelor's Degree in Computer Science or related field.

IT Experience: 3 years minimum.

Experience in Active Directory and SharePoint is mandatory.

Previous MSP experience or experience supporting external customer base.

One or more of the following: CompTIA or A+, Network+, Microsoft MCP.

Advanced understanding of operating systems (Windows 7 or higher and MAC OS X), printing systems, network topology, and Linux/Unix commands.

Continually advancing your knowledge base through certification courses.

Ability to troubleshoot complex problems, analyze possible root causes, and educate customers to perform troubleshooting.

Broad knowledge to assist customers with troubleshooting customer equipment (CPE, computers), inside wiring (IW), and using their products and services.