Service Delivery Support Technician II

Helpdesk Technician II is primarily responsible for providing technical on-site and remote support to users. The ideal candidate is driven by technology evolution a self-starter with exceptional problem-solving skills eager to deliver exceptional customer service and the ability to resolve complex problems and implement solutions with little or no guidance. This position reports to the Technical Support Supervisor.

Primary Responsibilities (Essential Functions):

Customer focused providing support for client and infrastructure. Responsible for monitoring maintenance and support of site hardware/software and peripherals including but not limited to Server PC Laptop Mobile Devices Network Equipment Audio Visual systems.

Helpdesk ticket triage queue management incident resolution and project tasks as assigned.

Provide onsite and remote end-user technical support including hardware software and peripherals.

Provide support/guidance for end users with O365 applications.

Ensure required security and patch levels are met and maintained for SCCM antivirus & web filtering on PCs.

Support of mobile devices including iPhone iPad Android Windows laptops and desktops & setup in Intune.

Triage and resolve MFA related issues ensure users are enabled for MFA as appropriate.

Audio visual system setup and support in corporate business environments.

Maintain asset management of end-user devices (mobile desktops and laptops).

Network configuration and problem solving in Windows Apple and Citrix environments (wired and wireless).

Assist in the management of vendors such as Internet Service Providers cable and satellite TV networking and audio/video.

Troubleshoot and where possible resolve hardware issues relating to infrastructure and client equipment and problems encountered in the use of site systems and desktop applications.

Where onsite or additional support is required escalate to local or higher-level technical support or when appropriate to IT management.

Assist and perform project work as required.

Perform other tasks as assigned by management.

Maintain an up-to-date level of knowledge with regards to technology in particular security policies and company standards.

Document actions alterations and procedures to ensure an accurate and accessible record of the current state of the system in helpdesk ticketing system.

Follow established process and procedures and willingness to provide suggestions and recommendations to improve process and procedures.

Assist other members of the IT team when appropriate to complete tasks in the necessary timescale.

Keep abreast of trends in technology and its application to understand current best practice possible alternative solutions and to support problem solving.

Manage own time to fulfill tasks efficiently in the correct priority and to the required level of quality within the context of the objectives supplied by manager.

Liaise with colleagues utilizing their expertise to solve more complex problems or pass on responsibility to the appropriate support team member.

Continuously assess and communicate the possibility for improvement in support practices.

Qualifications :

Basic Required Qualifications:

High School Diploma or GED

Minimum 4-5 years experience in customer facing support of desktop hardware/peripherals and desktop software systems

Ability to take the lead when working with others or managing projects.

Knowledge of the following products/technologies

Office365 (including but not limited to office apps Teams ODfB Power BI)

Windows 10 and Windows 11

Preferred Qualifications:

Active Directory

Windows Server 2012 R

Associates/Technical Degree

o or

At least 3 years experience in a technical support role

Microsoft certification MCSE MCE

A understanding of PC hardware

Understanding of ITIL

ServiceNow or other cloud-based help desk system

Use of remote troubleshooting tools ex. Zoho

Azure

Able to effectively plan and organize workload

Able to work under pressure

Able to use initiative and think outside the box

Able to develop good working relationships with other teams

Able to work in a fast-paced and dynamic environment with little direct supervision

Physical and Mental Demands

Willing and able to travel approximately 5-10% of the time

Must be available during the core working hours of the team and occasionally during off-hours to assist with deployments and other emergency items.

The ability to deal politely and professionally with customers and/or coworkers

The ability to manage several tasks at once to meet deadlines

The ability to use a computer to communicate create and access information

Additional Information :

Clean Earth offers competitive benefits including health dental vision life and disability insurance plans starting on the first day of employment; paid time off wellness benefits employee discount program tuition assistance and a 401k with company matching.

We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race color religion sex national origin age disability veteran status gender identity or genetics. This policy applies to all terms and conditions of employment including recruiting hiring placement promotion termination layoff recall transfer leaves of absence compensation and training.

If you have a difficulty applying for any job posted on Harsco Clean Earths website because a disability prevents you from using the online system Clean Earth offers the following alternate application procedure: Call toll free and leave your name phone number city and state of residence.  Clean Earth will arrange for an alternate method of applying and will consider your application together with all other applications received for the job.  This line is dedicated to disability applications only.  No other inquiries will receive a response. 

Remote Work :

No

Employment Type :

Full-time