Computer Technician II

Responsibilities

• Support a robust Microsoft based network including O365.
• Respond to help desk tickets, telephone calls, email and personnel requests for technical support ensuring timely feedback and closure.
• Identify, research, and resolve technical problems for individuals and groups in an efficient manner, recognizing the proper course of action to take, communicating and escalating severe issues as appropriate.
• Provide escalated support for all Willis IT department members and perform tactical problem resolution as required.
• Image, configure, maintain and support end user’s departmental issued workstations, printers, peripherals and cell phones including utilized software.
• Provide support for Microsoft Office Suite, Microsoft Teams, Microsoft OneDrive, Adobe. Cloud, internet browsers (Edge, Chrome, Firefox), VPN, Citrix client.
• Use Active Directory to manage computers, users, groups including password reset, permissions and group memberships.
• Provide technical training for all Willis IT department members as required.
• Level I / Help Desk work as required.
• Communicate highly technical information to both technical and non-technical personnel.
• Manage incoming and outgoing asset inventory of hardware, software, and peripherals.
• Prepare computer systems for deployment including interviewing clients to identify special considerations and other settings.
• Install computer hardware, software, and peripherals as required including hard drive, memory, batteries and power supplies.
• Work with vendors to troubleshoot, diagnose and repair IT assets as needed.
• Maintain password security, data integrity, and file system security.
• Perform knowledge transfers among team members by preparing and maintaining documentation for processes, procedures, written instructions, and solutions to problems.
• Successfully manage and execute business and project plans, deliverables, policies, processes and procedures.
• Collaborate with team members to identify and recommend process, system, hardware, and software improvements and/or upgrades.
• Maintain knowledge of developments in relevant technologies and their use in the industry, making recommendations when appropriate.
• Provide project specific technical support to and management of vendors/suppliers/teammates.
• Assist team members as needed.

Qualifications / Requirements

• Ideal qualification - Bachelor’s Degree in computer related field or equivalent years’ experience.
• MCSE certification or equivalent certifications.
• Minimum 3 years of experience of direct client interaction and customer-service.
• Professional appearance and behavior required including, but not limited to, punctuality, positive attitude, and reliability.
• Excellent communication and written skills are vital, should be as comfortable with people as with systems and technology.
• Able to work well with others in a team as well as independently, collaboration skills are vital.
• Able to work effectively at all levels of the organization with ability to convey a correct sense of urgency based on customer or business impact.
• High level of accountability and can instill a sense of credibility when speaking with customers.
• Advanced problem solver with the ability to sort through complex issues and conduct comparative analysis of multiple solutions.
• Excellent organizational and multi-tasking skills – prioritizes and performs a variety of concurrent tasks with efficiency and minimal direction.
• Able to follow written and verbal instructions.
• Must be a quick learner and adaptable to change in process or required activities.
• Extensive working knowledge of networking, security, and telephony systems, including developing, configuring, supporting, and optimizing networking hardware, software, telecommunications, and related technologies.
• Proficient working knowledge of networking standards, switching technology, protocols, security, troubleshooting.
• May occasionally lift at least 35 lbs.
• May occasionally work in confined spaces.
• May occasionally work in loud and noisy spaces.