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As a Level 2 IT Support Technician, you will play a crucial role in providing technical support to our clients and employees and maintaining the integrity and efficiency of our IT infrastructure. You will be responsible for assisting with the resolution of escalated help desk issues, conducting on-site visits, and delivering Level 2 support services. The primary focus of this role is to ensure that our IT systems operate smoothly, minimizing downtime and disruptions to daily business operations.
1. Escalation Point: Serve as the escalation point for unresolved Level 1 help desk inquiries, providing expert assistance and advanced troubleshooting to resolve technical issues promptly and effectively.
2. Onsite Visits: Conduct on-site visits to resolve complex IT issues that cannot be resolved remotely. This may involve installing, configuring, and troubleshooting hardware and software components, as well as performing maintenance tasks.
3. Level 2 Support:
4. User Training: Educate end-users on basic IT procedures and best practices to help prevent common technical issues and improve user proficiency.
5. Documentation: Keep accurate records of support requests, actions taken, and resolutions in the IT ticketing system.
The Nerds That Care are expert IT and cybersecurity specialists. Available 24/7/365 to help maximize productivity and minimize tech issues for your business.
Backed by a team of dedicated professionals, The Nerds stay on top of the most cutting-edge systems and customize your businesses' network infrastructure, providing the most up-to-date and cost-effective solutions, for a vast range of industries and services.