IT Support Technician 2

Essential Functions
Provide outstanding customer service in person and via phone email chat or support request ticket system. Provide front-line support for tier-one technical issues and continuing support for tier-two issues escalated by tier-one IT staff; when appropriate escalate issues to tier-three staff and system administrators. Provide day-to-day leadership of front-line tier-one IT support technicians including training assigning work and providing feedback to the Technology Support Manager on employee work performance. Provide information instruction and training to front-line staff regarding organizational policies and departmental procedures. Act as a technical consultant to faculty and staff end users by evaluating needs determining equipment configurations and making recommendations regarding IT services. Answer end-user questions regarding settings configurations best practices and typical business uses related to workstations mobile devices web browsers email clients and file shares in a Microsoft 365 enterprise environment. Provide comprehensive software and hardware support and troubleshooting of hardware and software on endpoints workstations mobile devices web browsers email clients and file shares in a Microsoft 365 enterprise environment. Provide end-user support and potential escalation for identity and access management issues such as account provisioning or de-provisioning user password resets multifactor authentication and access to Evergreen data systems such as SharePoint OneDrive and network file shares. Perform on-site appointments to troubleshoot and resolve computer software and peripherals issues pick up technology equipment for further evaluation and troubleshooting and return equipment when a resolution has been provided. Document all support issues related to front desk activities such as support request tickets update existing tickets and promptly communicate ticket status resolution and escalation to customers. Verify and complete configurations of computer systems for users before or during on-site installation. Determine when a support request ticket needs to be escalated to other subject matter experts within the Office of Information Technology and escalate them as appropriate after thoroughly documenting the problem and all other pertinent information. Work collaboratively with other IT professionals and non-IT subject matter experts to understand how technology is deployed at Evergreen what known issues users encounter regularly and how known issues are resolved. Under the supervision of the Technology Support Manager create appropriate documentation of solutions and processes for end-users and technical staff. Contribute documentation to the support knowledge base and coach front-line staff in creating essential documentation. Collaborate with the Technology Support Manager to identify standards for customer-specific technology support such as average response time end-user satisfaction and the number of problems resolved within a given period; assist the Technology Support Manager in developing best practices and fostering continuous improvement. Other related duties as assigned by the Technology Support Manager.