Address
Form of workAbout the Position
The PC Support Technician II provides technical support in a service desk environment to a wide variety of users with complex and non-routine hardware and software issues. Support is provided in a variety of modes (i.e. phone, remote desktop, in-person, etc.) and users (i.e. warehouse to C-suite). The individual serves as a liaison between PC Support Team and the Network/Systems Team. As the senior level, the individual will function as a resource to team members for escalated issues.
Functions
• Installs, identifies, diagnoses/troubleshoots and resolves escalated issues related to IT applications (i.e. software, hardware, internet, etc.), including issues related to system updates and makes recommendations to correct or escalate to internal resources for further corrective action. Communicates solutions to end-users and maintains appropriate logs.
• Provide direction and training to Tier I and Tier II technicians and other staff by identifying best practices to use software applications and troubleshoot complex issues. On escalated and complex computer-related issues, takes the lead in determining severity of issue and troubleshoots and resolves.
• Provide advanced technical support in the planning of migrations to new or improved hardware and software products.
• Maintain record of daily data communication transactions, problems and remedial action taken, and installation activities.
• Maintain Patch Management console to include all end user devices ensuring that all updates have been properly tested and deployed.
• Actively participate in continuum improvement actives.
• Provide support for help desk calls from 7:00am-9:00pm EST. May be required to work a rotating weekend schedule.
Qualifications
• Associate Degree in Computer Science or related field or equivalent years of experience in a technology-related field. Equivalent years of experience is defined as one year of professional experience for each year of college requested.
• Minimum of 3 years' experience providing high-level computer support in a corporate environment.
• Advance skills supporting and configuring MAC and other Apple products required. MAC certified a plus.
• Expert user of Microsoft Productivity Software (i.e. Outlook, Word, Excel, PowerPoint and Access)
• Prior experience supporting all hardware paraphernalia (i.e. computers, printers, RF equipment, etc.) in a network environment.
Competencies
• Excellent problem-solving skills, diagnostic and troubleshooting capabilities; anticipates problems before they occur or becomes critical.
• Strong organizational and time management skills with the ability to work under pressure with a diverse end-user population (i.e. warehouse to C-suite). Above average customer service mindset.
• Ability to communicate effectively and explain technical information to non-technical users.
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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
