Top Benefits
About the role
Role
Reporting to the IT Manager, the Help Desk Technician Level 2 is responsible for providing advanced technical support to internal users. This role involves troubleshooting complex hardware and software issues, assisting with system installation and upgrades, and ensuring efficient communication between users and the IT department. The Help Desk Technician Level 2 will also document solutions and contribute to the development of best practices for ongoing support.
Responsibilities
- Provide technical support for hardware, software, and networking issues that cannot be resolved by Level 1 support.
- Diagnose and troubleshoot IT issues, escalating to higher-level support when necessary.
- Assist users with complex IT problems via phone, email, or in-person.
- Document technical issues and solutions in the Helpdesk ticketing system.
- Maintain a high level of customer satisfaction by providing responsive and thorough support.
- Perform software installations, hardware upgrades, and system configurations as required.
- Monitor, track, and resolve reported issues in a timely manner.
- Contribute to the creation and maintenance of technical documentation and knowledge base articles.
- Assist with training and mentoring Level 1 Help Desk Technicians.
Requirements
Qualifications
- Degree, diploma, or certificate in Computer Science or a related field, or equivalent work experience.
- Minimum of 2-4 years of experience in a technical support or help desk role.
- Strong knowledge of Windows operating systems, Microsoft 365, and common software applications.
- Experience with hardware diagnostics and repairs, including desktop and laptop systems.
- Familiarity with network concepts and troubleshooting network issues.
- Excellent communication and interpersonal skills.
- Strong analytical and problem-solving abilities.
- Detail-oriented and capable of working effectively under pressure.
- Ability to work both independently and collaboratively within a team.
- Willingness to stay current with technology trends and developments.
- Experience with a Helpdesk ticketing system is preferred.
Benefits
- Extended Healthcare Plan (Medical, Disability, Dental & Vision)
- Paid Time Off Benefits
- Weekly Pay Periods
- Employee Assistance Program – Counseling
- DPSP matching program that offers increased matching contributions based on your years of service with the company.
About Rising Edge Group
Rising Edge Group is a high voltage electrical contractor providing safe, cost-effective, and fit-for-purpose project solutions to the power industry.
Since our inception in 2002, Rising Edge has grown to provide a wide array of services in the power generation, transmission, fabrication, and industrial industries. From conceptual design to commissioning, each aspect of your project is handled by trained industry specialists, resulting in a product that is complete, on-time, and on-budget.
At Rising Edge, we are focused on providing and recommending fit-for-purpose solutions for any application; whether from the most complicated protection schemes to all sizes of switchyard equipment. Rest assured your project will meet and exceed all your requirements and specifications.
Top Benefits
About the role
Role
Reporting to the IT Manager, the Help Desk Technician Level 2 is responsible for providing advanced technical support to internal users. This role involves troubleshooting complex hardware and software issues, assisting with system installation and upgrades, and ensuring efficient communication between users and the IT department. The Help Desk Technician Level 2 will also document solutions and contribute to the development of best practices for ongoing support.
Responsibilities
- Provide technical support for hardware, software, and networking issues that cannot be resolved by Level 1 support.
- Diagnose and troubleshoot IT issues, escalating to higher-level support when necessary.
- Assist users with complex IT problems via phone, email, or in-person.
- Document technical issues and solutions in the Helpdesk ticketing system.
- Maintain a high level of customer satisfaction by providing responsive and thorough support.
- Perform software installations, hardware upgrades, and system configurations as required.
- Monitor, track, and resolve reported issues in a timely manner.
- Contribute to the creation and maintenance of technical documentation and knowledge base articles.
- Assist with training and mentoring Level 1 Help Desk Technicians.
Requirements
Qualifications
- Degree, diploma, or certificate in Computer Science or a related field, or equivalent work experience.
- Minimum of 2-4 years of experience in a technical support or help desk role.
- Strong knowledge of Windows operating systems, Microsoft 365, and common software applications.
- Experience with hardware diagnostics and repairs, including desktop and laptop systems.
- Familiarity with network concepts and troubleshooting network issues.
- Excellent communication and interpersonal skills.
- Strong analytical and problem-solving abilities.
- Detail-oriented and capable of working effectively under pressure.
- Ability to work both independently and collaboratively within a team.
- Willingness to stay current with technology trends and developments.
- Experience with a Helpdesk ticketing system is preferred.
Benefits
- Extended Healthcare Plan (Medical, Disability, Dental & Vision)
- Paid Time Off Benefits
- Weekly Pay Periods
- Employee Assistance Program – Counseling
- DPSP matching program that offers increased matching contributions based on your years of service with the company.
About Rising Edge Group
Rising Edge Group is a high voltage electrical contractor providing safe, cost-effective, and fit-for-purpose project solutions to the power industry.
Since our inception in 2002, Rising Edge has grown to provide a wide array of services in the power generation, transmission, fabrication, and industrial industries. From conceptual design to commissioning, each aspect of your project is handled by trained industry specialists, resulting in a product that is complete, on-time, and on-budget.
At Rising Edge, we are focused on providing and recommending fit-for-purpose solutions for any application; whether from the most complicated protection schemes to all sizes of switchyard equipment. Rest assured your project will meet and exceed all your requirements and specifications.