Desktop Support Technician II

The Desktop Support technician is a key player in the IT organization for assisting and keeping the organization operating efficiently. This job will provide a high level of support in an enterprise environment with direct interactions with end users. The ideal candidate will be able to maintain, analyze, troubleshoot, software applications, computer systems, and computer peripherals in a hybrid environment. In addition, they must be able to configure, set up and add all hardware to the environment.

This role is located at the company's headquarters in Hartford, CT, and operates in a semi-virtual environment.

 ESSENTIAL FUNCTIONS:

• Deploy and maintain endpoints by using Microsoft Endpoint Manager and Patch Management software.
• Provide level 2 technical user support for incidents escalated from the helpdesk and resolve system / application issues.
• Managing onboarding and offboarding of new employees in an Azure environment.
• Training employees as needed and identifying, analyzing, and repairing product failures, orders, and replacing parts as needed.
• Understanding basic security protocols.
• Professional written and interpersonal skills are essential when communicating with customers and clients.
• Outstanding Customer Service skills.

 Other Functions:

• Performs other duties as assigned.

 The duties listed above are intended only as illustrative of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar or a logical assignment to the position.

 QUALIFICATIONS AND COMPETENCIES:

• 3-5 years’ experience
• Minimum 3 years’ experience with Microsoft Azure and Mobile Device Management
• 5 years’ experience supporting Windows devices in a hybrid environment
• Up to date knowledge of the Microsoft 365 ecosystem
• Proficiency in Microsoft 365 administration.
• Demonstrable experience in successfully supporting Microsoft 365 products
• Proficient with Microsoft Azure Active Directory and Mobile Device Management
• Skilled at user training and support
• Knowledgeable with various ticketing systems, RMM and patch management
• Able to present complex technical information clearly to a non-technical audience, with the ability to provide the appropriate level of detail.
• Self-motivating, with the ability to work independently, as well as with a team.
• Strong problem-solving, critical thinking, and analytical skills.
• Knowledge of the systems development life cycle.
• Strong work ethic, able to follow all tasks to completion and with limited supervision
• Excellent oral and written communication skills required
• Microsoft PowerBi usage
• Competent in VPN connectivity

PHYSICAL AND MENTAL REQUIREMENTS:

The Physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 Ability to work long hours – over eight in a workday, and over 40 in a work week as necessary.

• Regularly required to use hands to finger, handle or feel objects, tools, or controls; reach with hands and arms; and talk or hear.
• Frequently is required to walk and sit.
• Occasionally required to stand; climb or balance; and stoop, kneel, crouch or crawl.
• Ability to lift and/or move up to 20 pounds.
• Vision abilities required by this job include close vision, color vision, peripheral vision, depth perception and ability to adjust focus.
• The dexterity necessary to utilize a computer keyboard on a regular basis is essential.

 ADDITIONAL REQUIREMENTS:

As a condition of employment at SoNE HEALTH and for the safety and well-being of our employees, all employees are required to be fully vaccinated for influenza and COVID-19.

Salary Range: Hourly $25-$28