IT Support Technician II

This position is just standard desktop support, customer service mindset, high energy and customer engagement.

Duties:

-Responsible for the setup, configuration, repair, break/fix, moves/add/changes and integration of new and existing computing hardware, software, networking, and other computer-related technologies and peripherals.

-Provide basic network support ensuring desktop and other networked peripherals full connectivity.

-Perform preventative maintenance and setup for a variety of computer related equipment and locations, including audio-visual conferencing systems and conference rooms.

-Responsible for providing outstanding customer-centered quality support and service ensuring the highest levels of customer satisfaction.

-Address/resolve IT incidents/service request and/or escalate to the appropriate upper Tier IT teams when necessary; promptly enter / prioritizes/track/ monitor/ update and follow-up/ close all tickets received via the IT Service Desk tracking system, telephone calls and/or SNC personnel “walk-ups”.

-Support organizational efforts and maintaining policies and procedures in the IT Department

-Assist with the creation and maintenance of local site IT systems documentation.

Skills:

-Customer/solution ownership, an overall drive for excellence.

-Team focused with the capacity for knowledge sharing

-Written and verbal communication skills with end users

-Demonstrate a customer care philosophy that ensures a high level of customer satisfaction

-Ability to understand user and business needs and translate to technical solutions

-Basic knowledge of current IT technical standards as related to computers, printers, network technology, drivers, software troubleshooting, and other related peripherals

-Comprehensive troubleshooting skills of industry standard hardware and software products/services

Education:

Associate's Degree in a related field of study with 2 or more years of relevant experience

Higher education may substitute for relevant experience and relevant experience may be considered in lieu of required education.