Desktop Support Technician L2 (Phoenix, Az)

Position - Desktop Technician L2 (AZ)

Location: Phoenix, AZ

Reports To: Director, Service Delivery

Salary Range: $26.00/hr-$30.00/hr

Desktop Technician Level 2 denotes an individual who has both proven field service experience (i.e. min. 2 years) and the technical knowledge, communication, and organizational skills necessary to independently perform and complete Level 1 and Level 2 hardware diagnostic, repair and maintenance services for a wide range of products/brands. This position reports directly to the Desktop Support Manager and/or designated Lead Desktop Technician.

Key Responsibilities include but are not limited to:

The primary responsibility is to provide on-site Desktop Support duties. The Desktop Support Manager and/or Lead will delegate tickets and duties as needed.

• Provide Level 1 and Level 2 on-site and remote support for end users
• Troubleshoot and resolve hardware, software, printer, and network connectivity issues
• Image and deploy PCs, Macs, mobile phones, computer peripherals, printers, and software
• Maintain inventory of hardware and software assets
• Onboarding and/or offboarding end users including account creation, termination, and modification
• Respond to requests for support in person, via walk-up, phone, email, or through the ticketing system
• Monitor appropriate ticket assignment queues, as instructed by management, to pull tickets and process tickets to completion in a timely manner
• Document technical issues and resolutions in the ticketing system and maintain proper ticket hygiene standards
• Provide end-user training and support
• Communicate effectively with end users to identify and resolve technical issues
• Successfully complete projects and/or tasks that as assigned by management in a timely manner
• Escalate any unresolvable issues properly and in a timely manner to the Lead Desktop Technician or Desktop Support Manager for further support

Travel:There may be travel related to client projects where support and/or pickup drop-off services are required at various client locations. Commuting via vehicle to these client locations and travelling on weekends and/or outside of normal working hours may be required.

Requirements:

• 2+ years of experience in Desktop Support
• Strong knowledge in supporting and troubleshooting Windows and Mac operating systems
• Experience with hardware troubleshooting and repair
• Ability to work independently and in a team environment
• CompTIA A+ certification and other Microsoft related certifications are preferred
• Excellent verbal and written communication skills
• Strong customer service skills and the ability to work effectively with clients
• Familiarity with a wide range of enterprise-level hardware and software products, including operating systems, productivity software, and networking technologies
• Ability to troubleshoot enterprise-grade applications and supporting enterprise-grade operating systems including Windows 10 and/or MacOS
• Ability to work independently and as part of a team
• Willingness to learn and adapt to new technologies and processes

Preferred Skills:

• Strong troubleshooting and problem-solving abilities
• Excellent communication and customer service skills
• Knowledge of networking and remote support tools
• Experience with Microsoft Admin Center, Microsoft 365, Active Directory, Azure AD
• Experience with enterprise software deployment tools such as Intune, SCCM, and JAMF
• Experience with using ITSM Ticketing Systems such as ServiceNow

Essential functions of this at-will job position include:

A Desktop Tech L2 is expected to successfully perform both the following functions as published below and as amended and/or added either expressly or implicitly by management.

Long-term Duties:

• Actively and enthusiastically participate in the development and improvement of TTI service operations
• Improve technical proficiency including completion of industry standard certifications
• Professionally represent and protect the interest of TTI in all interactions with customers, vendors, employees
• Pursue and successfully complete any offered/available required manufacturer or TTI training courses to heighten personal proficiency

Daily Duties:

• Effectively manage multiple projects and priorities
• Perform and complete all assigned on-site or remote service tickets in an accurate and timely manner-includes duties of check-in/checkout with Desktop Manager and/or Lead Technician, appointment confirmations with clients, general service preparedness, maintaining proper ticket hygiene, etc.
• Act as a point of escalation for IMACD Technicians and Desktop Technicians L1
• Serve as an informed and reliable member of TTI by anticipating and satisfying customer and management requests for information or service in a timely and professional manner-no justifiable customer complaints
• Communicate in a positive, cooperative manner with co-workers
• Increase technical proficiency through hands-on repairs (on-site or in-house) and/or technical manuals or mentors
• Satisfy or exceed service performance goals, including average call rates, average response timeframes, etc.
• Provide auxiliary assistance to other service providers in the performance of repair and support services
• Perform daily reporting requirements
• Respect and adhere to all TTI policies and procedures

Physical Requirements:

• Adequate vision and dexterity to disassemble, reassemble and operate computer systems, printers and peripherals
• Adequate speech clarity and hearing to communicate efficiently with clients both on-site and via telephone interactions
• Satisfactory mobility to independently satisfy on-site repairs
• Physical strength adequate to carry/move required tools, parts, equipment and systems
• Must be able to deal with high pressure situations and time constraints effectively
• Position requires moderate lifting (up to approx. 60 lbs.)
• Ability to sit for prolonged periods of time
• Ability to walk between various client buildings in a campus environment and/ or ability to walk between and around building floors

Additional Requirements:

In addition to the technical knowledge, experience and competence required of this particular job position, TTI's employees must also possess problem-solving skills, intelligence, perseverance, orderliness, responsibility, drive toward and satisfaction at the attainment of goals, calmness and endurance under stressful conditions, consistency and predictability in the regular attendance to duty, individual initiative as well as participation in group efforts, correct estimation of specific circumstances, fairness, empathy, appreciation toward fellow workers, and effective communications skills.

In keeping with these job requirements, TTI may choose to utilize application forms, interview procedures and/or pre-employment non-medical, non-psychological testing regimens that will assist TTI to determine whether applicants can meet TTI's performance standards. Applicants for the above job position may be required to undergo such screening procedures.

NOTE: The statements herein are intended to describe the general nature and level of work being performed by TTI employees and are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of TTI.

Candidates must be able to perform the essential functions of this position, with or without reasonable accommodations. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EEO Statement:

Turner Techtronics provides equal employment opportunities to all employees and applicants in all company facilities without regard to race (including hair texture and hairstyles), color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, (or related medical conditions, including, but not limited to lactation), physical disability, mental and/or intellectual disability, age, military status or status as a Vietnam-era or special disabled veteran, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state, and local laws. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfers, and leaves of absences, compensation and training.

DEI Statement:

Turner Techtronics is on a mission to provide the resources necessary to raise awareness and to support a diverse, equitable, and inclusive environment. We are continuing to build a culture that is safe, respectful, fair and inclusive for all of our employees. We are proud to employ people of all backgrounds who possess the talent, energy, and focus to accelerate our vision forward.

COVID Vaccination Requirement:

Effective August 5, 2021, and until further notice, Turner Techtronics shall adhere to staff vaccination and testing guidelines outlined in the CA Dept. of Public Health (CDPH) Behavioral Health Information Notice No: 21-041. These instructions shall apply to all applicable TTI facilities and clients. Any new applicant at TTI will be required to submit their Vaccination Certificate status. Any candidate in any of the TTI and client locations which mandate vaccinations will be required to be fully vaccinated before considered for employment.