Tri-City Group

IT Service Desk Tier II

Tri-City Group  •  Davenport, IA (Onsite)  •  6 hours ago
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Job Description

Tri-City Group is currently hiring a customer-focused IT Service Desk Tier II Technician to join our team in Davenport, IA. This position provides advanced technical support to our users. Your expertise will help maintain a smooth, efficient IT environment.

Essential Duties

  • Advanced Troubleshooting: Investigate and resolve complex technical issues escalated from Tier 1 support. This includes hardware, software, network, and application-related problems.
  • Incident Management: Handle escalated incidents, ensuring timely resolution and adherence to Service Level Agreements (SLAs). Collaborate with other teams when necessary.
  • User Support: Provide personalized assistance to end-users, addressing their technical queries, concerns, and requests. Offer guidance on best practices and efficient use of IT resources.
  • Application Support: Assist users with software installations, configurations, and troubleshooting. Familiarity with common business applications (e.g., Microsoft Office Suite) is essential.
  • Hardware Maintenance: Diagnose and repair hardware issues, including desktops, laptops, printers, and peripherals. Coordinate with vendors for warranty repairs or replacements.
  • Documentation and Knowledge Base: Contribute to the knowledge base by documenting solutions, workarounds, and troubleshooting steps. Share insights with the team to enhance overall support efficiency.
  • Remote Support: Provide remote assistance to users across different locations. Proficiency in remote desktop tools and troubleshooting is crucial.
  • Collaboration: Work closely with other IT departments to ensure seamless service delivery. Participate in cross-functional projects as needed.
  • Security Awareness: Stay informed about security threats, vulnerabilities, and best practices. Assist in user education related to cybersecurity.
  • Continuous Improvement: Identify areas for process improvement and contribute to enhancing the overall IT support experience.
  • Other duties may be assigned, as needed.

Competencies:

  • Critical thinking & problem solving
  • Ability to research and solve issues independently
  • Good interpersonal skills & collaboration
  • Excellent written and verbal communication skills
  • Dedication to process improvements
  • Maintain accurate system documentation
  • Security awareness and sound technical judgment
  • Ability to manage multiple environments, tickets, and deadlines simultaneously
  • Strategic awareness

Education and Experience Qualifications:

  • Degree in Computer Science, Information Technology, or a related field preferred but not required; equivalent hands-on experience in a related role will be considered in its place
  • Minimum of 2-3 years of experience in IT support, with a focus on Tier 2 or advanced technical assistance
  • Proficiency in Windows and macOS operating systems
  • Strong working knowledge of servers, networking, and Microsoft 365
  • Familiarity with ITIL processes and incident management tools

Preferred Qualifications

  • Experience working in a SOX-compliant environment
  • Microsoft, CompTIA, or Cisco certification

All job offers are contingent upon the successful completion of a drug screen and reference check. Tri-City Group is an equal opportunity employer.

Tri-City Group

About Tri-City Group

Electrical contracting has come a long way since the late 1800s – and so has Tri-City Group. But while its capabilities and services have expanded over the last 131 years, Tri-City’s mission and values remain the same, keeping employees and their families, customers and communities as top priorities while redefining what’s possible in the industry.

Tri-City has evolved from its roots as an electrical contractor to include low voltage technology solutions, power testing solutions, engineering and integration services, renewable energy services, drone services, structural steel erection, fire protection systems, automated solutions and robotics, millwright construction services and more. In recent years, Tri-City Group has added Treiber Construction Company, Industrial Steel Erectors and B&B Masonry and Restoration to its family of businesses. Expanding awareness of Tri-City’s full breadth of capabilities established the organization as a trusted, reliable partner to whom clients can turn for a variety of needs and projects.

With more than 2,800 employees, Tri-City has proudly contributed to projects in 46 states, two U.S. territories and six countries. Tri-City Group looks forward to continuing that high-quality work, taking care of employees and customers for another century — one project at a time.

Industry
Construction & Skilled Trades
Company Size
201-500 employees
Headquarters
Davenport, Iowa
Year Founded
1895
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