Computer Development Systems, LLC
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Complex Problems, Simple Solutions. (717) 591-0995
Technician (Level 2) Position
Location: Mechanicsburg, PA
Salary: 35,000 – 47,000 DoE (plus bonus opportunities)
Experience: 3+ years
Position Type: Full-time, Salaried
Job Description
This employee is responsible for providing technical hardware, software, and network problem resolution to clients and internal users by gathering information to troubleshoot and diagnose issues. After diagnosing, the employee will resolve the issue or guide users through step-by-step solutions in a tech center environment, clearly communicate technical solutions in a user-friendly and professional manner, and provide one-on-one end-user training as needed. This employee will assist other company Network Technicians to troubleshoot network problems, schedule client work, solve more complex end-user problems, conduct hardware and software inventory, execute database maintenance and reporting, and perform other related work as required.
Normal hours of operation are 8:00am-5:00pm, Monday through Friday. To reduce downtime, evening and weekend work is necessary to provide after-hours support or complete projects and tasks as required by clients, existing contracts, or unexpected system downtime or failure.
This is a very fast-paced and dynamic career opportunity with unlimited personal growth potential, the opportunity for additional monthly project performance bonuses, and expanded knowledge in Information Technology and the latest Microsoft technologies. Candidates should be forward thinking, innovative, committed to providing timely and professional implementation and support services to our employees and clients, and very eager to learn new and advanced technologies.
Job Responsibilities
  • Provide on-site and remote Level 2+ technical support. This includes break/fix, root cause analysis, and escalating the need for the implementation of preventative measures
  • Assist and facilitate conflict resolution for lower level technicians
  • Assist with overall task management and assignment in a team environment
  • Respond promptly to customer requests for support
  • Promptly notify management of any critical technical or customer service issues
  • Create prompt, clear, concise, and effective communication across all customers and teams
  • Create quality technical documentation as required to train other staff members
  • Adhere to CDS’s policy regarding attendance and punctuality to office and customer sites
  • Participate in CDS’s internal projects and company meetings as required
  • Work with consulting vendors and partners as required to achieve project and company goals
  • Provide detailed weekly reporting on progress of goals and commitments to management
  • Communicate with clients in a professional manner, troubleshoot clients’ technical issues, and deliver a high level support experience
  • Define problems, collect data, establish facts, and draw valid conclusions
Key Competencies
  • Possess excellent troubleshooting skills with ability to work under pressure and time constraints
  • Possess strong customer service skills requiring frequent end user interaction to resolve potential conflicts with customers and personnel effectively
  • Meet or exceed weekly goals for customer service and projects
  • Drive to meet the needs of a demanding customer environment
  • Think creatively, as well as adapt and contribute to changing environments
  • Possess strong communication skills, including verbal, listening, and written
  • Possess strong interpersonal skills and work effectively with both customer and CDS resources
  • Possess the ability to work independently with little or no supervision, while achieving company goals
Position Requirements
  • Associates degree and at least 3-5 years of related work experience and/or training; or equivalent combination of education and experience
  • 3-5 years of Desktop Support troubleshooting in a Windows environment
  • 2+ years as Server Support acting as an escalation point for technical questions from junior staff
  • Experience supporting Windows Servers and Operating Systems (2008 or 2012), Active Directory, Account and Group Policy Administration
  • Knowledge of TCP/IP, DNS, DHCP and WINS from a troubleshooting perspective, with 4-5 years of experience.
  • Hands-on administration experience with MS Exchange (2007, 2010, or 2013)
  • Working knowledge to install, configure & troubleshoot: Microsoft Windows 7, Windows 8, Office 2007/2010/2103, Outlook/Exchange, Project, Visio, IE/Firefox, Printers, Desktops, Laptops, Servers, and other various hardware components
  • Experience configuring and troubleshooting smart phones
  • Experience configuring client side VPN's with Cisco, SonicWALL, Netgear, D-Link or other products
  • Knowledge of physical cabling and client side network configurations
  • Experience documenting IT related procedures & processes to improve overall team knowledge
  • Ability to travel to and from client locations independently, safely, and reliably
  • Must be able to lift a minimum of 50 pounds without assistance
  • Must have dependable transportation
  • Ability to type a minimum of 30 words per minute
Position Preferences
  • Experience with end-to-end message flow and third party internal and hosted anti-spam providers
  • Knowledge of Cisco routers, firewalls, and devices
Please send your resume and cover letter to
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