Help Desk Technician - Tier 2 - Nicholasville, KY


Date Posted:
Hangar 1
Information Technology
HR Company:
RJ Corman Railroad Group LLC




RJ Corman Railroad Group is seeking a qualified candidate for a Tier 2 Help Desk position in Nicholasville, Ky.

Responsibilities include:

  • 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.
  • Provide desktop support for issues with PCs, Windows, and Microsoft Office. Remote into user machines as required while providing assistance and support.
  • 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 work flow improvements.
  • Travel to company locations for initial site technology set up and incident response
  • Performs other duties or special projects as assigned. 


Minimum Requirements

  • Minimum of 3 years Tier 2 experience in a service desk or help desk environment.
  • A working knowledge of the following technologies are required:
    • VMWare Workspace ONE (Airwatch)
    • Microsoft SCCM
    • Office 365/Azure
    • VMware Vsphere
    • Windows Desktop/server OS and Patching
    • Active Directory
    • Exchange Online
    • Basic Cisco/Meraki network troubleshooting
    • Comptia A+/Net+
    • Strong Sharepoint knowledge is a plus
  • 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
  • Must be available to cover On-call rotation two weeks every other month.
  • Experience working in a NOC and proactively monitoring software and hardware systems is a plus
  • Travel restrictions require candidate to be at least 25 years of age



RJ Corman Railroad is an Equal Employment Opportunity (EEO) and Affirmative Action employer that is committed to a safe and drug free work place.  RJ Corman performs pre-employment criminal background checks and substance abuse testing which includes a hair and urine drug tests to detect the presence of illegal drugs.  We appreciate your cooperation in keeping RJ Corman a safe and drug free company.