L2 Tech

Kforce has a client that is seeking a L2 Tech in Greenville, SC. Duties Include:

• Provide incident analysis/resolution and timely Level 2 and 3 hardware and software support for ~200 to 300 clients and workstations depending on assigned sites and designated backup assignments
• Provide support and maintenance for multiple (normally 4-6) facility/plant networks depending on assigned sites; Manufacturing facilities typically operate on a 24x7 basis
• Process, resolve and oversee approximately 400-900 client incidents and user requests on an annual basis
• Provides local IT project support for 3 to 5 global, regional, and/or local IT or business initiatives per year
• Travels to other locations to support and maintain IT infrastructure at assigned facilities and assigned backup locations
• Analyze, troubleshoot, and provide effective Level 2 and 3 technical support on an array of user issues, including site and remote connectivity, LAN connections, desktop hardware and applications, Windows desktop, hosted application connectivity, mobile devices, collaboration tools, etc.
• Provide -virtual desk side- break/fix support using BMC tool for workstations and peripherals at assigned facilities
• Provide consultation, support, and guidance on assigned iTeam Service Requests; Participate in discussions with clients and iTeam groups regarding request decisions and direction at the end user level; Work with supervisor to manage client expectations; Balance the needs of the organization and client to ensure satisfaction for all relevant parties
• Perform imaging procedures on client PCs; Coordinate with Front Office to maintain a clear understanding of PC imaging procedures to ensure ability to quickly respond to new/replacement PC requests
• Using workflow processes, perform Level 2 and 3 support activities specifically for: manual software installs, network access requests, remote access requests, hard drive data recovery, and PC procurement process
• Bachelor's degree in Computer Science, Business, or related field preferred, or progress towards this with relevant work experience as outlined in requirements
• Minimum 3 to 5 years of experience supporting networked PCs in the Windows environment, and experience in various technical, business, professional aspects of systems, applications and tools used; Recent experience in supporting complex Cisco environments preferred
• Basic Cisco switch configuration skills preferred; Knowledge of VLANS is essential; Knowledge of BMC Desktop Management Tool or similar software and Microsoft Active Directory
• Must have strong knowledge of PC configurations, Windows 7 and 10, and hardware peripherals
• Preferred PC software skills in Microsoft O365, Adobe, and various other software applications
• Experience working in a chemical manufacturing environment and R&D facility a plus
• Experience working through projects using project methodology a plus