IT Service Desk Technician II

What You Will Do

• This position is responsible for resolving Tier 1 and Tier 2 customer requests via phone,
• email, ticket entry.
• Promote a high level of customer satisfaction through proper telephone techniques and
• respond with the appropriate amount of urgency to user problems.
• New hire setup and orientation.
• Assign username, password, and access right permissions for the computer systems and
• applications.
• Identify, research, and resolve technical problems
• Maintain appropriate documentation on procedures, configurations, and equipment
• inventory.
• Oversee installation, configuration, administration, maintenance, and support of
• service/management applications or infrastructure components incorporated at clients
• existing or future computing infrastructure.
• Monitor the ongoing operation and perform activities to assist with performance tuning,
• troubleshooting of hardware, OS, and application issues.
• Support software/hardware on equipment such as scanners, copiers, printers, monitors,
• and other peripherals.
• Network Cabling / Server reboots / general network troubleshoot.
• Cell phone / MiFi support and upgrades (Verizon and ATT Firstnet)
• Participates in 24/7 on-call rotation
• Perform other duties as assigned by management.

What You Have Done

• Excellent organizational, written, and verbal communication skills.
• Minimum 5 years experience of Tier 2 desktop support
• Experience working in Active Directory, User Support and Group Policy support
• Windows based computer literacy, and familiar with helpdesk procedures.
• Knowledge of Microsoft Windows based software and troubleshooting techniques.
• Knowledge of PC hardware installation, troubleshooting, and resolution techniques.
• Ability to install and deploy Windows based PC's.
• Possess working knowledge of the Microsoft Office O365 Suite, including: Word, Excel,
• and PowerPoint.
• Microsoft Modern Workplace certification is desired.
• Ability to lift up to 50 lbs