Our client is seeking a Tier II Helpdesk Technician for an exciting contract to hire opportunity. The Tier II Helpdesk Technician will provide hands-on and remote support within an international, multi-site Windows and Mac Environment. Responsible for general ticket management, help desk duties, taking phone calls, emails and providing desk side Tier I/Tier II level support. Must be able to effectively manage and complete tasks independently.

ESSENTIAL DUTIES:
· Monitor and respond effectively to support requests received through the IT helpdesk system
· Troubleshoot Tier I/Tier II computer hardware and software problems for end users
· Research and recommend purchases of computers, printers, peripherals and software
· Work on special projects pertaining to computer equipment and software, including upgrades to operating systems and email systems
· Image and migrate computers
· Document processes for training purposes
· Assist with some Network/Server level projects/tasks as needed
· Use remote software to resolve problems that can be fixed through a remote session
· Other tasks as needed

KNOWLEDGE, SKILLS AND ABILITIES:
· Knowledge of PC hardware, including monitors, printers, scanners and other peripherals
· Excellent customer service disposition
· Excellent communication skills including verbal, written, and listening skills
· Ability to handle a wide variety of duties with minimal supervision
· Willingness and ability to lift and/or move equipment/boxes up to 50lbs
· Willingness to drive 30 minutes on occasions, between Colorado Springs and Woodland Park, CO to support 2 separate locations

REQUIREMENTS:
· 3+ years of overall Helpdesk Support experience (at least 1 year of Tier II support)
· Must have Windows 10 support experience
· Must have Office 365 support experience
· A+/Network+/Microsoft/Apple Certifications a plus
· Microsoft SharePoint 2010 experience a plus
· Mac OSX and iOS experience a plus
· NEC VOIP Phone System experience a plus