It User Support Technician Ii

Overview

The IT User Support Technician II is responsible for providing User Support for workstation, application, peripheral, hardware, and service issues through telephone and email communication. This role will capture and satisfy user service requests, incidents, and problems as the initial triage for the Joint Tech team. Additionally, as the first point of contact between our customers and Joint Tech, the User Support Technician II will use their excellent technical and customer service skills, professionalism, and initiative to resolve issues and questions quickly and efficiently.

 

As of Monday, June 10, 2019 all IT User Support Technician/s II will meet the following education, experience, and certification criteria:All IT User Support Technician/s II hired prior to Monday; June 10, 2019 may be excluded from these requirements.

 

This position is considered Hybrid, which means that individuals in this position may work both at an approved Offsite location and Onsite at a primary location or multiple locations based on Business Needs.

Responsibilities

Essential Duties:The User Support Technician II MUST: Serve as primary point of contact for user's who are contacting User Support via phone or email Identify, research, and resolve support tickets using User Support tools and processes Escalate issues if not able to resolve within departmental guidelines and processes Install, configure, and maintain computer equipment, peripherals and software for the user community Provide end user training and assistance where required. Help maintain and support client operating systems and end-user software, using remote administration tools. Support telecommunications including staging, building, programming, and deploying phones and supporting users. Support hardware deployment, including receiving, staging, imaging, and deploying workstations, printers, scanners, and other peripheral devices. Troubleshoot and resolve hardware and software problems on workstations and portable devices. Update end user accounts, including applying/updating permissions, and access rights in accordance with Joint Tech processes regarding privacy, security, and regulatory compliance. Disable account access as part of the off-boarding process Provide on-call after hours support on rotational schedule. Develop and document resolutions to common Help Desk issues and workflows and make recommendations for process improvements. Have the ability to troubleshoot technical issues related to PC hardware and ancillary hardware, Windows operating systems, Microsoft Office products, remote support tools, Active Directory, and encryption products Strong Customer Service skills Travel to other offices/sites/clinics to provide support as needed. Log all support issues accurately and in a timely fashion using departmental support tools and processes Provide excellent customer service, including taking ownership of site-wide IT related issues. Ensure all actions; job performance, personal conduct, and communications, etc. represent Joint Tech in a highly professional manner at all times. Act as point of contact with vendors to resolve technical problems with desktop computing equipment and software Comprehend customer requirements and make appropriate recommendations/briefings Assist with tasks for Joint Tech or customer projects Scope out equipment and software for customer projects Working with minimal supervision with the ability to take the initiative to improve upon existing processes, creating new ones, and gaining approval Create service-level and other metrics-based reports Perform other duties as assigned.

 

Knowledge/Skills/Abilities:

Ability to exercise patience and professionalism during stressful situations Willing to learn and accept challenges and new responsibilities Strong attention to detail and accuracy Strong analytical and problem-solving abilities. Ability to perform software demonstrations and demonstrate basic hardware and software functionality to end users Excellent verbal and written communication skills. Adaptable and responds willingly to change Ability to build and maintain strong working relationships with customers, leadership, peers, and team members Adept at reading, writing, and interpreting technical documentation and procedure manuals. Ability to communicate technical information to individuals with various levels of technical knowledge

Qualifications

MINIMUM EDUCATION: High School Diploma

PREFERRED EDUCATION: Associate's Degree in Information Technology related field

MINIMUM EXPERIENCE: 3 Years of desktop support experience

PREFERRED EXPERIENCE: REQUIRED CERTIFICATIONS/LICENSURE: Failure to acquire the certification(s) by the below deadline(s) will result in termination of employment immediately after the deadline has passed. Certification/licensure renewal deadlines must be maintained by the individual employee:

CompTIA A+ Certification; must obtain this certification within the first 6 months of hire if not already acquired prior to start date

Employment Type: FULL_TIME