Technical Support II
Technical Support II
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Salary Not Disclosed
1 Vacancy
Job Description
The Technical Support position provides superior customer service that assists with end user needs arising from everyday hardware and software Support is responsible for installing diagnosing repairing maintaining and upgrading all endpoint hardware and technologyrelated equipment. Technicians ensure optimal device performance and maintenance. Technical Support also repair and modify end user hardware and software.
The pay range for this position begins at $64447 per year. Appropriate compensation will be determined based on a candidates skills education and any previous relevant experience.
Essential Responsibilities
Provide bestinclass customer service to meet the desktop and mobile technology needs of endusers.
- Provide quick response and utilize problem solving skills to resolve escalated requests from the Service Desk regarding Endpoint issues/needs via telephone email and deskside support.
- Work directly with end users and supervisor to resolve specific problems identified.
- Take ownership of and accountability for technical issues while maintaining a high level of client satisfaction through effective communication and prompt resolutions
- Troubleshoots desktop operating systems and application problems using internal guides and materials online research or by contacting vendors.
- Coordinate with other IT staff to ensure prompt resolution and appropriate handoff; troubleshooting and diagnosis of issues.
- Determine the root cause of problems through analysis and problemsolving activities.
- Document track and monitor requests/problems and actions per defined processes ensuring timely resolution and enduser satisfaction.
Proactively manage and maintain all endpoint devices and software
- Ensure the end point devices comply with standards on all appropriate patches and updates.
- Review and maintain proper software inventory technical documentation
- Maintains appropriate procedure documentation.
- Execute and/or support the imaging installation deployment or troubleshooting of desktops laptops mobile devices operating systems application software printers and peripherals.
- Installs and configures desktop operating systems and applications.
- Installs configures and troubleshoots new and replacement end user hardware: computers monitors peripherals and mobile phones
Participate in development of procedure documentation project implementation and other tasks as assigned
- On an ongoing basis manage small projects deliver and remove computer equipment assign update and report on client tasks/tickets and effectively communicate technical issues and project with IT leadership.
- Assist with research planning implementation and integration of new technologies and equipment.
- Informs department of opportunities to improve current processes and protocols.
- Assists in the development and implementation of procedures and policies for all cooperative IT operations.
- Work with other IT staff to address critical tasks
- Performs all other duties as assigned by IT management.
Organizational Competencies
- Safety
- Integrity
- Teamwork
- Innovation
- Reliability
Job Competencies
- Action Oriented
- Approachability
- Customer / Member Focus
- Functional/Technical Skills
- Self Development
Goals and Objectives
An employee filling this role is expected to meet changing and unique goals and objectives as established by their supervisor related to the broader area in which the employee is assigned.
Job Qualification Standards
Education and Training
- A twoyear degree in computer science or other related area or equivalent combination of experience and education.
Experience
- 5 years IT support experience preferred
- Proven ability to effectively interact with endusers in identifying and resolving technical issues while maintaining an appropriate level of professionalism and composure
- Ability to interact with endusers of varying skill levels and to provide appropriate training and assistance.
- Experience preferred with Windows Operating Systems Microsoft Office applications.
- Experience preferred with iOS mobile device management.
- Highly skilled in installing repairing and troubleshooting computer hardware and peripherals.
- Able to manage time and priorities effectively
- Able to work efficiently with minimal supervision
- Proficient in working with endusers remotely
- Excellent analytical and problemsolving skills
- Experience with Intune endpoint management preferred
Physical and Mental Demands
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 position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical demands: While performing the duties of this position the incumbent is primarily required to sit stand walk stoop bend and frequently utilize a keyboard/computer. Specific vision abilities include close vision peripheral vision depth perception and the ability to adjust focus.
Mental demands: While performing the duties of this position the incumbent will be required to problem solve read write and analyze data work under schedules and deadline pressure present information to others work independently and use discretion and judgment for confidential or sensitive projects/issues.
Work Environment: While performing the duties of this position the employee is exposed to an office environment indoors and will travel outdoors to multiple locations dependent on work.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- 401(k)
- Pension plan
- Life insurance and AD&D
- Disability insurance
- Paid leave: Holidays and floating holidays Vacation Sick leave
- Employee Assistance Program
- Flexible Spending Accounts for dependent care
- Educational assistance
- Membership in select professional organizations
Employment Type
Full-Time
