Desktop Support Technician Ii

Base Skill Set(a) A+ Certification or equivalent experience

(b) Good working knowledge of Active Directory

(c) 2+ years’ experience providing technical support in a fast paced and constantly changing environment up to executive management level.

(d) Excellent customer service and communication skills including providing VIP support

(e) Experience supporting large Windows-based environments to desktop level with emphasis on Win 7 OS / office 2010 as well as Win 8 and O365

(f) Advanced knowledge of Microsoft Office suite of applications

(g) Support of End User for video conferencing units.

(h) Support of mobile devices

Duties & ResponsibilitiesProvide support on Client Windows platform, for desktop/end user technologies, collaboration tools, and mobile technologies and printing, this includes the laptop/mobile devices all, video conferencing, network/remote access this position works collaboratively with the Service Desk for end user break/fix and other support functions.

Duties shall include, but not be limited to:

• Diagnosing and troubleshooting desktop system, printer and operating problems

• Consulting and instructing users on hardware and software questions/issues

• Collaborate with other IT Services Data Center and Network Infrastructure teams

• Install, maintain and upgrade equipment and its associated infrastructure

• Runs diagnostic tests to isolate system problems as well as proactive activities

• Operating Systems Windows, OS-X

• MS Office (Windows and Mac) software

• Experience with Remote Support technologies such as Remote Desktop (Microsoft), Apple Remote Desktop, VNC

• Hands on experience removing viruses and spyware using various tools (Windows)

• Identifies, researches, and resolves technical problems including forming an RCA

• Responds to telephone calls, email, service tickets, and dispatched requests for technical support

• Documents, tracks and monitors the problem to ensure a timely resolution within an effected SLA window

• Installs, configure and maintain Mac, PC, peripherals (local and network printers, scanners), and other end user equipment such as Blackberries, iPhones and iPads, MAC Books, Laptops

• needs a senior resource with operations Lead capabilities with excellent skills in service now and PowerBI reporting, SLA’s and operations management.

Familiarity with ITIL processes and Agile methodologies with strong desk side services background.

Base Requirements• Excellent written and verbal communication and customer service skills with proven ability to work in fast paced environments

• Commercial experience in an IT Support Technician role that includes 6 years of technical support experience in a hybrid Windows and MAC environment

• Experience in working with a helpdesk operation, to include Windows and Mac clients

• Self-starter that is able to collaborate actively with others in a cross-functional team

• Proven attention to detail and high standards for quality

• Excellent organizational/administrative/technical skills with agility to re-prioritize as necessary

• Skilled in documenting written troubleshooting steps and instructions

• Business professional attire

Job Type: Full-time

Pay: $40,000.00 - $64,480.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Experience:

• ServiceNow: 6 years (Required)
• Agile methodologies: 6 years (Required)
• Power BI: 6 years (Required)
• ITIL: 6 years (Required)
• SLA: 6 years (Required)

Work Location: In person