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System Support Associate - Tier 2

Why Us:

Were Hiring & We Want You!Imagine a place where you can make a difference every day, LOVE WHAT YOU DO, and make a great living doing it. You just found it, Hair Club® Has It All

Why Hair Club?
  • Stability Weve been the industry leader across North America for more than 40 years and you can help us grow to even greater heights.
  • Growth Opportunities Our team has 70+ years of tenure at Hair Club and we believe in promoting from within, and we provide paid training, so you can continue to learn and be successful.
  • Inspiration We help people restore their hair and transform their lives every day, and we help our communities through our charitable Pay It Forward and Hair Club for Kids® Come to work knowing that what you do really makes a difference in the lives of others.
A Day in the Life of a System Support Associate: Provide desktop support for issues with PCs, Windows, and Microsoft Office. Remote into user machines as required while helping and support.
  • Receive incident and request management tickets from the TIER 1 desk or directly from the user.
  • Diagnose problems and recommend and/or implement solutions. Create incident tickets as required.
  • Triage Level II and some Level III trouble tickets; escalate to Level III as required.
  • Provides phone and email support to users in the areas of e-mail, directories, standard Windows desktop applications and applications developed or deployed under this contractor or predecessors.
  • Serves as the point of contact for medium to complex issues impacting company IT operations.
  • Provide configuration management support for company applications and automated processes.
  • Provide support for technology projects as required to include OS and application patching, network testing, application and product releases, and more.
  • Actively contribute to ongoing process improvement, problem resolution and workflow improvements.
  • Travel to company locations for initial site technology set up and incident response.
What Youll Need:
    • Minimum of 2 years Tier 1 experience in a service desk or help desk environment.
    • A working knowledge of the following technologies are required:
      • VMWare
      • Microsoft SCCM
      • Connect Wise
      • Office 365/Azure
      • VMware vSphere
      • Windows Desktop/server OS and Patching
      • Active Directory
      • Exchange Online
      • Basic Cisco/Meraki network troubleshooting
      • CompTIA A+/Net+
    • Associates degree in computer science or related technical field preferred. Bachelors degree in a related field a plus.
    • Microsoft and Cisco certifications a plus.
    • Positive Customer service oriented in potentially high stress scenarios.
    • Must be available to travel up to 25% of time though travel schedule will be irregular
Great Perks & Benefits:

Receive the best benefits in the industry, including:
  • Paid time off (PTO)
  • Full, comprehensive benefits (medical insurance, dental insurance, life insurance and more)
  • A 401(k)-retirement savings plan with company match
  • Tuition reimbursement
  • Company-paid training
  • A wealth of opportunities for growth and advancement
Hair Club is an Equal Opportunity Employer

Experience

Preferred
  • A working knowledge of the following technologies are required:
    VMWare
    Microsoft SCCM
    Connect Wise
    Office 365/Azure
    VMware vSphere
    Windows Desktop/server OS and Patching
    Active Directory
    Exchange Online
    Basic Cisco/Meraki network troubleshooting
    CompTIA A+/Net+
  • Minimum of 2 years Tier 1 experience in a service desk or help desk environment.

Education

Preferred
  • Associates or better in Computer Science or related field

Behaviors

Preferred
  • Team Player: Works well as a member of a group

Motivations

Preferred
  • Goal Completion: Inspired to perform well by the completion of tasks
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