What are the responsibilities and job description for the IT Support Technician II position at DRB Homes?
Job Purpose
The primary responsibility of this position is to provide Tier I and Tier II technical support to end users as an active member of the IT Help Desk team. This role is responsible for handling incoming support requests through the call queue, ticketing system, email, and in-person interactions while delivering exceptional customer service and timely resolution of technology issues. The IT Support Technician II supports, deploys, maintains, and troubleshoots company workstations, mobile devices, printers, phones, applications, and related technology. In addition to providing frontline support, this role assists with asset lifecycle management, endpoint management, technical documentation, infrastructure projects, and serves as a technical resource for other members of the IT Support team
Duties And Responsibilities
PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
The primary responsibility of this position is to provide Tier I and Tier II technical support to end users as an active member of the IT Help Desk team. This role is responsible for handling incoming support requests through the call queue, ticketing system, email, and in-person interactions while delivering exceptional customer service and timely resolution of technology issues. The IT Support Technician II supports, deploys, maintains, and troubleshoots company workstations, mobile devices, printers, phones, applications, and related technology. In addition to providing frontline support, this role assists with asset lifecycle management, endpoint management, technical documentation, infrastructure projects, and serves as a technical resource for other members of the IT Support team
Duties And Responsibilities
- Provide Tier I and Tier II technical support to end users through the ticketing system, call queue, email, and in-person support.
- Own incidents from initial intake through resolution or appropriate escalation while maintaining excellent customer communication.
- Monitor assigned tickets to ensure timely resolution and adherence to service level expectations.
- Escalate complex issues to Systems Administrators or other IT resources when appropriate while providing complete troubleshooting documentation.
- Deploy, configure, troubleshoot, repair, and maintain desktops, laptops, printers, peripherals, mobile devices, and related hardware.
- Maintain accurate IT asset inventory throughout the equipment lifecycle.
- Support Microsoft 365 applications and services including Outlook, Teams, OneDrive, and other collaboration technologies.
- Assist with Entra ID, Active Directory, Intune, endpoint management, and basic account administration as assigned.
- Develop and maintain knowledge base articles, technical documentation, and standard operating procedures.
- Assist Systems Administrators with system maintenance, software deployments, and infrastructure projects.
- Coordinate equipment setup, office moves, and technology deployments at division offices and remote locations.
- Follow company IT security standards and report or escalate potential security incidents.
- Participate in the IT on-call rotation to provide after-hours, weekend, and holiday support as scheduled. Respond to critical incidents in accordance with established service level expectations.
- Maintain a high level of customer satisfaction through professional communication and technical expertise.
- Perform other duties as assigned.
- Associate degree in Computer Science, Information Technology, or related field, or equivalent combination of education and experience.
- 2 - 4 years of enterprise IT support experience.
- Working knowledge of Windows 10/11, Microsoft 365 applications, Active Directory/Entra ID, networking fundamentals, printers, and endpoint hardware.
- Experience supporting Microsoft Teams, mobile devices, and modern endpoint management solutions is preferred.
- Strong troubleshooting methodology and analytical problem-solving skills.
- Excellent verbal and written communication skills with a customer-first mindset.
- Ability to prioritize multiple requests and work independently while contributing to a team environment.
- Ability to quickly learn new technologies and adapt to changing business needs.
- Valid driver's license, acceptable driving record, and proof of automobile insurance.
- Ability to travel occasionally, including overnight travel, as required.
- Willing and able to work onsite.
PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.