Reference #: 12157Job DescriptionOverview

　　The Level 2 Support Technician will be a member of the 84 Lumber THQ Level 2 Support team providing remote and local technical support to THQ, Store and Plant associates for a wide range of 84 Lumber standard technologies including desktop hardware, client applications, telecommunications and data networking. The Level 2 Support Technician will help ensure all aspects of client technology configuration, performance, and operation meet 84 Lumber standards to deliver high levels of associate productivity and customer satisfaction.Responsibilities

　　Receive and accurately log all support requests in a timely manner using 84 Lumber Incident Management toolsRespond to, identify, and resolve known issues leveraging both general IT knowledge and 84 Lumber knowledge assets.Partner with Level 3 IT associates to help troubleshoot more complex incidents, assist with local site installations, configuration and troubleshooting of infrastructure technology which may include routers, switches, NAS, infrastructure cabling, DMARK extensions, servers and printers.Perform post-resolution follow-up to ensure reported incidents have been successfully resolved.Engage 3rd party support partners as required.Configure, ship and receive technology equipment as required including desktops, laptops, printers and various peripherals to stores and remote associates.Independent and structured continuous learning to maintain a level of technical competency and business awareness to provide superior customer support services as new technologies are implementedMaintain frequent communication with peers and IT teams to maintain awareness of issues or changing process/standardsRetail store and manufacturing facility hardware and software supportTravel to 84 Lumber THQ and Field locations as requiredProject Management support for small scale client technology deploymentsOn-boarding of new hires including equipment setup, orientation, and initial trainingAll other duties as assignedQualifications

　　Ability to ask appropriate and meaningful questions to gain a clear understanding of technical issues and use this information to determine the most appropriate urgency and course of actionRelentless dedication to customer service in both words and actionsWorks with minimum supervision, proactively follows up on outstanding issues/ticketsAbility to handle multiple tasks with changing priorities and capable to handle frequent interruptions positivelyStrong analytical, prioritizing, interpersonal, problem-solving skillsStrong verbal and written communication skillsDemonstrated collaborative skills and ability to work well within a teamAbility to work in a fast-paced and deadline-oriented environmentSelf-motivated with critical attention to detail, deadlines and reporting

　　EOE of Minorities/Females/Vets/Disability