Desktop Tech II

About the role

The Level II Desktop Technician supports internal or external customers in resolving complex or escalated technology issues. They ensure the proper day-to-day operation of applications and equipment, troubleshoot on-site software and hardware issues, and may resolve higher-level support to servers and network equipment.

Responsibilities

• Diagnoses mechanical, hardware, software and systems failures, using established procedures
• Performs service, repair and/or installation of computer products including system hardware and software, MFD printers, PC's, laptops, printers, cell phones, tablets, single and multi-processor servers, and wired/wireless networking
• Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets)
• Consistently provides and updates notes, feedback, or documentation via the appropriate ticketing systems to track and monitor issues
• Communicates with customers at all levels of technical and non-technical skill sets
• Elevates complex and/or high-priority problems they cannot solve to the appropriate support groups for resolution (L2 Tech, Manager, etc.)
• Follows all standard operating procedures (SOP) through the effective use of knowledge management
• Works collaboratively with people across the organization

Qualifications

• Associates degree preferred or equivalent experience in Computer Science or Information Technology from an accredited school
• Knowledge of assigned area required
• Desktop and/or Infrastructure support experience
• Account Specific Training or Certification
• Technical writing competency
• Coding/programming competency
• Cloud & SaaS services competency
• Sound understanding of customer support, operations, and processes
• Able to communicate effectively both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customers
• Able to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality
• Demonstrated capability to achieve results in a fast-paced, client-driven environment
• Strong desire and enthusiasm to serve customers
• Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is required

Skills

• Technical writing competency
• Coding/programming competency
• Cloud & SaaS services competency
• Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is required

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• AD&D insurance
• Disability plans
• Employee Assistance Program
• Paid holidays (up to 12 days annually)
• Paid time off (minimum of 10 days annually, which increases with seniority level)
• Paid parental leave (minimum of 10 days annually)
• 401(k)
• FSA/HSA pre-tax benefits

Pay

The hourly rate for this position is between $16.50- $22.00 per hour, unless the local minimum wage is higher.

Schedule

This role is onsite in Florence, KY.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• AD&D insurance
• Disability plans
• Employee Assistance Program
• Paid holidays (up to 12 days annually)
• Paid time off (minimum of 10 days annually, which increases with seniority level)
• Paid parental leave (minimum of 10 days annually)
• 401(k)
• FSA/HSA pre-tax benefits