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Tier 2 Helpdesk IT Technician

at Pay-O-Matic

Posted: 10/2/2019
Job Status: Full Time
Job Reference #: 1487

Job Description


Tier 2 Helpdesk is the second line of support for PAYOMATIC Corporate, PAYOMATIC Stores and Rapid Armored Corporate. This includes more in depth troubleshooting of issues escalated by the Tier 1 Helpdesk and tasks assigned by the Helpdesk Manager. 


Primary Responsibilities 

Manage PAYOMATIC stores and field office’s infrastructure (System & Network) 

Manage and assist on problems escalated by Tier 1 Helpdesk team. 

Perform AD related requests (Accounts, Password resets, Group Policies etc.) 

Help document and maintain Helpdesk processes and network diagrams. 

Manage and assist with troubleshooting issues and outages on network and production systems. 

Manage and assist with IT infrastructure and systems projects. 

Create and manage tickets with detailed information. 

Visits stores/field for repairs and troubleshooting if necessary. 

Escalation of larger issues to respective parties, in house or external. 

Manage updates and upgrades. 

Help write and maintain training manuals and train Tier 1. 

After hours on call support for Tier 1 related issues. 

Manage and write scripts (Command, Power Shell, etc.)  

Other IT related duties as needed. 


Position Requirements 

2 – 4 years in an IT Support / System Support role. 

1 year overseeing low complexity projects and implementations. 

Basic understanding of IT Security. 

Strong organizational, problem-solving, and analytical skills. 

Strong written and verbal communication skills. 

Strong customer service and follow up skills. 

Good judgment with the ability to make timely and sound decisions. 

Ability to manage priorities. 

Possess in depth Computer and Technical knowledge. 

Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm. 

Ability to communicate professionally and effectively in person, on the phone, electronically, or through other means to individuals and groups. 

Possesses a valid driver’s license and vehicle. 

Physical Requirements 

While performing the duties of this job, the employee is frequently required to do the following: 

Coordinate multiple tasks simultaneously 

Understand and respond to a diverse population. 

Ability to drive to numerous locations when needed 

Strength to lift and carry electronic equipment (Computers, Monitors, etc.) 

Work Environment 

The main work site will be at the corporate office in Syosset, New York, however driving to retail location maybe required depending on upcoming projects.