User Support Technician Ii

The User Support Technician II's primary responsibility will be to ensure proper computer support so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user requests and escalating incidents when considered appropriate and necessary to maintain service level agreement expectations. Problem resolution may involve the use of diagnostic tools, remote access, documentation, and service request tools.

Responsibilities:

• First point of contact for organizing and carrying out users' incoming support requests via phone, in-person, remote support, etc.
• Successful candidate will log incidents, diagnose, investigate, and fix/resolve or escalate incidents, keeping users informed thru completion. A pleasant and helpful demeanor is of absolute necessity.
• Implements, Installs, maintains, troubleshoots, and repairs computers hardware and software including servers, desktops, laptops, printers, phones, and peripherals on incoming tickets.
• Provides level 1 and 2 technical supports to users via phone, e-mail, remote access, or in person within designated SLAs.
• Diagnoses and resolves all IT related issues, document relevant findings to knowledge base system.
• Drives issued tickets to resolution, including contacting external support when needed for escalated issues.
• Deploys new Operating Systems, including formatting, installing, and re-imaging Windows based operating systems.
• Troubleshoots and maintains HP, Brady, Dymo and Zebra printers.
• Maintains active Directory user accounts to continuously promote IT best practices.
• Maintains inventory of all IT assets, including hardware and software.
• Monitor incoming system events/alarms and create new triggers as needed.
• Configure hardware devices/peripherals, system/service settings, file storage, etc. in accordance with standards and project/operational requirements. Participate in the PC Imaging process for desktops and laptops.
• Provide user accounts, passwords, and access as requested, using standard procedures.
• Maintain end user installation and configuration procedures, documentation, and training information.
• Assist in the repair and recovery from hardware or software failures and system outages, by coordinating and communicate with impacted parties.
• Maintain working knowledge of remote connectivity software.
• Trains end users on OS, and MS Office suite related topics.
• Provide input and assist in testing and selection of future technologies and devices.
• Apply software patches and upgrades.
• Be part of an On-Call Rotation for After Hours support

Materials and Equipment Utilized:

• Computer, printer, phone, etc.

Working Environment:

• Office

Education/Training:

• College degree in Computer Science preferred or equivalent work experience.
• Must have 3 - 5 years’ experience in Windows desktop support, customer tech support and/or help desks.
• At least one of these certifications is required, more than one is preferred: CompTIA, Microsoft, or Cisco Certification

Knowledge/Skills/Abilities:

• Intermediate knowledge of Microsoft Office products, Windows, Active Directory and related technologies.
• Intermediate knowledge of Office 365, Outlook, Terminal Servers, and related technologies.
• Intermediate knowledge of common computer hardware.
• Basic experience with queue management systems, LogMeIn, and Syteline or capability to learn.
• Critical thinking skills and analytical ability
• Attention to detail with the ability to adhere to company policies.
• Strong organizational skills with ability to organize and work on own initiative and prioritize multiple priorities appropriately.
• Strong personal interaction and communication skills including the ability to communicate technical information to non-technical persons.
• Ability to learn new technology or software systems quickly and develop a level of proficiency in unfamiliar systems and software.
• Consistently seeks to develop self and skills needed to be prepared for future opportunities.

Travel Requirements:

• Some travel within The Village companies between Pulaski and other Village company entity locations may be necessary.

Physical Requirements:

• Ability to lift and carry computers and computer monitors up to 25 pounds.