IT Tech Support L2 at Diverse Lynx Atlanta, GA

Position Overview

IT Tech Support L2 at Diverse Lynx in Atlanta, GA. Role: IT Tech Support L2.Type: Contract.Contract Location: Atlanta, GA 30350 (Onsite from Day1, locals only).Contract Duration: 11 months.

Key Responsibilities

• Provide end user support with impeccable written and verbal communication skills, ensuring all interactions are courteous and timely.
• Troubleshoot and maintain IT equipment onsite including desktops, laptops, smartphones, printers, fax machines, and scanners.
• Monitor, escalate, and resolve support calls as defined by SLA and quality standards, and act as the escalation point of contact for help desk issues.
• Perform proactive and preemptive maintenance of IT equipment and basic telecom infrastructure.
• Ensure all end user and IT documentation is updated and accurate.
• Conduct end user training for new and existing applications when required.
• Image new PCs and laptops, configuring them for end user use.
• Represent the local IT team for business critical IT issues and collaborate with IT management on ramp ups and transitions.
• Manage the ticketing system queue effectively.
• Coordinate with vendor/manufacturer support to resolve complex issues.

Required Qualifications

• BS/MS in information systems, computer applications or a similar field is preferred.
• At least one certification (A+, Network+, CCNA, MCSE, MCP).
• Minimum 5 years of experience in an IT service desk analyst role or user support function.

Preferred Qualifications

• Experience in technical troubleshooting and resolving client desktop, Office 365, MDM, and network issues.
• Proficient working knowledge of Windows 10, Windows 7, Office 365 apps, and at least one MDM solution.
• Excellent oral and written communication skills with the ability to set and meet end user expectations.
• Assertive and able to work successfully in a fast-paced environment, with strong initiative and resourcefulness.
• Ability to interact and follow up with offshore teams and independently research problems to create solutions.
• Familiarity with basic scripting, application packaging, and coding.
• Knowledge of Microsoft Deployment Toolkit, Windows Deployment Services, and Ghost Imaging.
• Working knowledge of Office365 including Outlook, SharePoint, OneDrive, and Teams.
• Proficiency with MacOS and iOS, and ability to provide support to high-level executives.
• Familiarity with various video conferencing hardware/software.
• Willingness to work extra hours when required.

Physical Demands

• Must be able to lift and maneuver heavy electronic equipment, including batteries for power systems, servers, printers, and other equipment exceeding 50 lbs.
• Requirement to stand for long periods, crawl under desks, cubicles, or maneuver in confined spaces such as rack spaces, IT closets, and server areas.

Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without discrimination. Applicants are evaluated solely on their ability, competence, and proven capability to perform the outlined functions. Diverse Lynx promotes and supports a diverse workforce across all levels.