IT Support Technician II

Purpose: To offer Tier II technical support to end users both on-site and remote while providing excellent customer support. To perform key functions and provide ticket resolution on issues that are beyond a Tier I. To backfill for Tier I support as needed.

 Responsibilities:

·        Responsible for Tier II hardware support and troubleshooting.

·        Responsible for Tier II equipment set up and deployments for end users, such as laptops, desktops, printers, scanner, and tablets.

·        Responsible for Tier II software and application support and troubleshooting.

·        Assist with maintenance of in-house equipment and install and configure new equipment.

·        Assist with end user accounts, permissions, and access rights when applicable.

·        Assist with server and network admin duties as needed and where applicable.

·        Assist with monitoring network activity, and performance of the different servers and network infrastructure. Respond/Escalate alerts received as instructed.

·        To backfill for Tier I support as needed.

·        Responsible for monitoring assigned requests and working with team members and peers to ensure service levels are being met.

·        Responsible for completing assigned requests in a timely manner including communicating back to the end user and updating ServiceDesk Plus with pertinent documentation and actions taken.

·        Participating in the ITon-call rotation schedule.

·        When on-call, responsible for on-call duties and escalations.

·        Modern smartphone is required to install Computer Services applications required to perform job duties: RingCentral, ServiceDesk Plus, Outlook, Microsoft Authenticator. 

·        Must adhere to Computer Services Vision, Mission and Values, and departmental policies.

·        Perform other duties as assigned.

Skills, Education and Experience:

·                    Required 6+ years of Enterprise Level IT Helpdesk experience.

·                    Required High School diploma or equivalent.

·                    Required some college and/or technical school plus certifications:

Preferred CompTIA Security +

·                    Required experience with routing, switching, cable management systems and testing tools.

·                    Required experience in a LAN and WAN network environment.

·                    Required experience with Active Directory and MS Azure.

·                    Required experience with PC and server-based hardware/support.

·                    Required Microsoft Office experience, O365 preferred.

·                    Required experience with on-premises/Exchange or Exchange Online(M365).

·                    Required experience with Windows operating systems in networked environment.

·                    Required excellent time management skills.

·                    Required excellent communication skills, verbal and written.

·                    Must be a team player.

Physical/Mental Abilities:

·        The position's responsibilities require independent analyses, critical thinking, communication, troubleshooting, and problem solving.

• Must be able to multitask and shift priorities as required.
• Must be able to prioritize and solve problems in a timely manner.
• Must be able to work independently.
• Must be able to handle distraction and interruptions during the normal workflow.
• Must have excellent customer service skills and be able to communicate well to customers internally and externally.
• Must be able to have flexibility in scheduled hours and be able to be on-call 24/7 for emergency situations.
• Must be 21 years of age with a valid driver's license (Texas) and acceptable driving record with proof of liability insurance.
• Must be able to lift up to 30 lbs and have the ability to maneuver under desks, etc.
• Must have manual dexterity.