Modern Information Solutions is currently seeking a Help Desk Specialist Tier 2 (Systems Support Analyst) in Indianapolis. This position works directly with other Systems Support Analysts and Systems Administrators to serve our various clients to resolve issues and maintain their technology. This position is a Tier 2 Help Desk position ideal for candidates with industry (specifically MSP) experience.
IMPORTANT: This position is an onsite position in our Indianapolis office, Monday through Friday from 8 AM to 5 PM. This position is not eligible for work from home or hybrid.
Key Responsibilities
- Assist clients with technical support of workstations, software applications and related technology.
- Act as front line software support to answer phone calls and electronic tickets to resolve end user’s problems or escalate as needed.
- Work with clients and other Systems Support Analysts on the following tasks; user creation, user administration, software troubleshooting within established standards and guidelines.
- Review and assign helpdesk tickets with minimal supervision.
- Quickly isolate issues and resolve them or escalate them to Systems Engineer.
- Troubleshoot, research and provide excellent customer service to resolve customer issues.
- Work with clients and support team as necessary to troubleshoot, create instructional guides, and course content.
- Own tickets from initial contact through resolution including escalation to appropriate senior staff when appropriate.
- Visit client sites in the Indianapolis are and through the state as needed.
Qualifications
- Strong organizational skills along with excellent oral and written communication ability.
- Excellent customer service skills.
- Mastery of desktop operating systems (Windows 10 and Windows 11).
- Advanced knowledge of server-based operating systems (Windows 2016 and 2019) as far as user account administration.
- Basic understanding of networking concepts, including wireless security standards.
- Fundamental understanding of IT related terms and their applications.
- Basic understanding of hardware maintenance and troubleshooting (installing memory, hard drives, video cards, etc.).
- Basic knowledge of common business applications such as MS Office and Google Apps.
- Ability to work with minimal direction and supervision.
- Highly motivated and self-directed.
- Ability to multitask on several tasks at any given time.
- Proactive problem solving and strong analytical skills.
- Ability to lift 75 lbs. when needed.
- Willingness to travel.
- Must possess a two year degree or have equivalent work experience.
- A+, MTA, or Microsoft Desktop Support Technician certified is highly desired.
- Must have a valid driver’s license and be willing to travel within Indianapolis and surrounding areas.
