Level II IT Service Desk Technician - Remote Eligible

Level II It Service Desk Technician

Having recognized the advantages of remote work, such as improved employee morale, increased productivity, and positive impacts on both employee wellbeing and the environment, we are proud to be a digital-first company. Our digital-first work environment, combined with our conveniently located offices and collaborative workspaces, provides our team with the freedom and flexibility to work in the most productive way for them.

About Us

Tecsys is a fast-growing innovator offering supply chain solutions to industry leading healthcare systems, hospitals, and pharmacy businesses to distributors, retailers, and 3PLs. We work with industry leaders to transform their supply chains through technology. If you thrive on tackling interesting challenges with continuous learning opportunities then Tecsys could be a good fit for you!

We are seeking a Level II IT Service Desk Technician to ensure the optimal operation of computer systems, enabling end users to effectively complete their business tasks. This position entails actively resolving escalated service desk requests in accordance with established Service Level Agreements (SLAs). Problem resolution may involve the use of diagnostic tools and service desk request tracking systems, as well as providing in-person, hands-on assistance at the desktop level. The technician will also participate in project-based assignments within the department.

Position Overview

We are seeking a dedicated professional to join our team in a role that encompasses both strategy and operational management. This position will focus on evaluating and preventing recurring issues, providing support, and enhancing our service desk operations.

Key Responsibilities

Strategy and Planning

• Analyze documented resolutions and trends to identify preventive measures for recurring issues.
• Inform management of emerging incident trends.
• Conduct timely software asset reconciliation and audits, including financial, licensing, warranty, and maintenance/support contract information.

Operational Management

• Provide Level I support during high request volumes.
• Serve as an escalation point for complex service requests.
• Build strong relationships with service desk customers.
• Accurately document and escalate incidents to the appropriate team or vendor when necessary.
• Track and document the incident resolution process, noting all decisions and actions taken until resolution is achieved.
• Utilize remote tools and diagnostic utilities to assist in troubleshooting.
• Research solutions using both internal and external knowledge bases as needed.
• Conduct post-resolution follow-ups with Level I Technicians as required.
• Develop knowledge articles and FAQs for end users.
• Contribute to the technical knowledge base and training as needed.
• Reinforce Service Level Agreements (SLAs) to manage end-user expectations.