IT Service Desk Eng II

This position is a primary resource for technical support and maintenance concerns including provisioning, installation/configuration, operation, maintenance, and security of hardware and software; ensures that system hardware, operating systems, software systems, and related procedures adhere to organizational goals, values, and standards, and promotes excellent teamwork and communication with all employees. Works well both as part of a team as well as independently, completing tasks while receiving only general guidance on assignments and solutions. Performs technical work at a professional level using standard techniques, concepts, and procedures. This position is part of a team supporting the core applications deployed by IT and participates in technical research, support, and development of these systems to enable continuing innovation. Technician will handle onsite support for our stores and donation centers. Must possess excellent IT technical skills, and customer service skills, work independently, support users and resolve their IT issues while representing assigned service unit, follow directions, and be self-motivated to complete assignments, research, and apply solutions.

Installs, maintains and administers desktop computer systems and associated peripherals including printers, monitors, switches, business application software, and various operating systems.

Drive to multiple locations to deliver and install IT equipment.

Knowledge of IT systems including servers, desktops, routers, switches, and firewalls.

Provides telephone support to users for the installation, coordination, and daily operation of IT services.

Provides remote troubleshooting of network, PC, or software issues using remote tools.

Documents technical support calls and service request management tracking system.

Provides analysis, relays results, and offers support to assure proper escalation during periods of substandard system performances or outages.

Advises senior personnel of network failures or degradation and assists in the modification or correction of the same.

Demonstrated proficiency installing, maintaining, and repairing desktop operating systems, business applications, desktop computer hardware, peripherals, and printers.

Bachelor’s degree in related discipline preferred or equivalent education and experience.

IT Certifications applicable to desktop and mobile computer support desired

Experience providing excellent customer service

3-5 years of experience working in a service desk, technician, or desktop support role.

Experience supporting Exchange / Office 365 Support and understand Active Directory