What are the responsibilities and job description for the Desktop Technician II position at Credit One Bank?
Description
Position Summary
The Desktop Technician Level 2 provides advanced technical support for end-users, handling complex hardware, software, and network-related issues. This role builds on Level 1 responsibilities, requiring deeper technical expertise, problem-solving skills, and the ability to work independently or mentor junior technicians. The ideal candidate is proactive, detail-oriented, and committed to delivering high-quality IT support.
Essential Job Functions
Position Summary
The Desktop Technician Level 2 provides advanced technical support for end-users, handling complex hardware, software, and network-related issues. This role builds on Level 1 responsibilities, requiring deeper technical expertise, problem-solving skills, and the ability to work independently or mentor junior technicians. The ideal candidate is proactive, detail-oriented, and committed to delivering high-quality IT support.
Essential Job Functions
- Diagnose and resolve escalated hardware, software, and peripheral issues for desktops, laptops, printers, and other devices.
- Perform advanced troubleshooting of operating systems (e.g., Windows, macOS, Linux) and enterprise applications (e.g., Microsoft 365, ERP systems).
- Configure and deploy workstations, including imaging, software installations, and patch management.
- Manage user accounts, permissions, and group policies in Active Directory or similar systems.
- Troubleshoot intermediate network issues, such as IP conflicts, VPN connectivity, and VLAN configurations.
- Maintain and update documentation, including knowledge base articles and ticket resolutions, in the ticketing system.
- Assist with IT projects, such as system upgrades, migrations, or hardware rollouts.
- Mentor and train Level 1 technicians, providing guidance on technical and customer service best practices.
- Monitor and maintain IT inventory, ensuring equipment is properly tracked and refreshed as needed.
- Enforce IT security policies, including endpoint protection, software compliance, and incident reporting.
- Collaborate with Level 3 technicians or external vendors for complex issue resolution.
- Associate degree in IT, Computer Science, or related field; bachelor’s degree or advanced certifications (e.g., CompTIA Network , Microsoft Certified: Modern Desktop Administrator) preferred.
- 2-4 years of experience in desktop support or a related IT role.
- Strong knowledge of computer hardware, operating systems, and networking protocols.
- Proficiency with enterprise tools like Active Directory, SCCM, or remote desktop solutions.
- Advanced troubleshooting skills for software, hardware, and basic network issues.
- Excellent communication and interpersonal skills, with a focus on customer service.
- Ability to work independently, prioritize tasks, and manage multiple tickets in a fast-paced environment.
- Strong documentation and organizational skills.
- Experience with IT asset management or CMDB systems.
- Familiarity with scripting (e.g., PowerShell, Bash) for automation tasks.
- Knowledge of virtualization platforms (e.g., VMware, Hyper-V).
- Exposure to cloud-based solutions (e.g., Azure, AWS).