Darkhorse Tech, Inc.

Tier 2 Support Technician

Darkhorse Tech, Inc.

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $50,000 - $60,000 per year

About the role

  • Provide excellent customer service via phone and remote technical support
  • Walk clients through diagnostic procedures to identify and resolve errors
  • Communicate with vendors to request service, update, and resolve open tickets
  • Adhere to established methods for responding to and documenting support requests
  • Perform maintenance tasks on end user devices
  • Provide ongoing user training and self-fix solutions to clients
  • Set up, troubleshoot, and configure PCs, printers, peripherals, and network equipment
  • Handle escalations from the Tier 1 Help Desk team
  • Perform Tier 2 troubleshooting, configuration, and administration pertaining to clients’ printers, wireless network configuration, server-based print queues, antivirus and firewall programs, Microsoft Windows 7 and newer operating systems, Microsoft Office 2010 and newer; Microsoft Office 365; Apple OS, and more
  • Provide limited Saturday coverage as part of an on-call rotation schedule

Requirements

  • 2-3 years of tech support experience is preferred
  • 1-2 years of customer service experience is preferred
  • Bachelor’s degree in Information Technology or Computer Science is preferred
Benefits
  • Health insurance
  • Professional development
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical supporttroubleshootingconfigurationadministrationdiagnostic proceduresmaintenance tasksuser trainingwireless network configurationserver-based print queuesantivirus programs
Soft Skills
customer servicecommunicationproblem-solvingescalation handlingdocumentation
Certifications
Bachelor’s degree in Information TechnologyBachelor’s degree in Computer Science