IT - Desktop Services Technician II

The purpose of the Desktop Services Technician II position is to provide a single point of contact for end users to receive support and maintenance within the organization's desktop computing environment. This includes installing, diagnosing, repairing, maintaining and upgrading all PC hardware and equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by telephone, or via email) in a timely and accurate fashion and provide end-user assistance where required.

JOB DUTIES AND ESSENTIAL FUNCTIONS

• Plan and execute the selection, installation, configuration, and testing of PC and server hardware, software, Local Area Networks (LAN) and Wide Area Networks (WAN) as well as operating and application systems.
• Responsible for deploying, supporting, and administering Office 365.
• Troubleshoot barcode scanners, barcode printers, and mobile computing technology.
• Set up, support, and troubleshoot network services and topology.
• Manage file shares and permissions structures.
• Deploy and troubleshoot Mobile Devices.
• Troubleshoot Domaine Name System (DNS).
• Assist all our users with any logged IT related incident when called upon.
• Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible.
• Track computer equipment (by asset tag and serial number) by location.
• Responsible for the shipping / receiving of materials and equipment.
• Must accurately record, update, and document requests using the IT incident management system.
• Install and configure new IT equipment.
• Resolve incidents with printers, copiers, and scanners as well as different types of software and hardware.
• May be required to cross train and perform other duties.

QUALIFICATIONS

• At least 3 years of related experience or equivalent combination of experience and education.
• COMPTIA A+ & Net + preferred.
• Vast knowledge of IT Concepts
• Proficient knowledge of Windows 7 and Windows 10.
• PC Peripheral knowledge and diagnostic.
• Ability to learn and support new technology utilized by operations.
• Wireless (802.11b/g/n/a/ac, 2.4 & 5GHz).
• LAN and WAN Dynamic Host Configuration Protocol (DHCP), Static IP addresses/DHCP reservations.
• Experience with Windows Active Directory, Group Policy, File and Print Share Service preferred.
• Experience with and understanding of common file cloud storage platforms such as Dropbox, OneDrive (including SharePoint Online), Google Drive, Box, etc. preferred.
• Proficient with Microsoft Office Suite or related software.
• Highly proficient in Microsoft Excel.
• Excellent verbal and written interpersonal and communication skills.
• Excellent customer service skills.
• Strong understanding of retail business practices.
• Excellent negotiation and conflict resolution skills.
• Demonstrated ability to adapt in a fast-paced environment.
• Strong analytical and problem-solving skills.
• Excellent organizational skills and attention to detail.
• Demonstrated ability to coach and mentor team members.
• Strong supervisory and leadership skills.
• Ability to prioritize tasks and to delegate them when appropriate.
• Demonstrated behaviors must reflect integrity, professionalism, and confidentiality.

SUPERVISORY RESPONSIBILITIES

• No

PHYSICAL REQUIREMENTS

• Must be able to sit or stand for prolonged periods of time.
• Must be able to lift up to 15 pounds at times.
• Must be able to access and navigate each department across facilities.
• Must be able to verbally communicate effectively with others (in-person and via electronic devices).
• Must have close visual acuity.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.