IT Service Center Technician II (on-site)

About the role

Provides technical assistance and support to end users for hardware, software, and systems matters. Troubleshoots and analyzes problems to determine whether problem is caused by hardware, software, or systems. Responds to all requests in a prompt and timely manner.

Responsibilities

• Serves as point of contact to end users for hardware, software and system assistance, requests, inquiries, and/or problem solving; interfaces with end users via phone, instant messaging, email and/or in person.
• Recognizes, researches, isolates, and follows-up on Tier 2 user problems, escalating more complex problems to the Specialist for review and resolution.
• Tracks and logs details of work performed including resolution steps in IT Service Desk incident management system.
• Configures and deploys desktop hardware including PC, laptop and peripherals (including operating system).
• Repairs hardware and software.
• Installs software for deployment.
• Configures or troubleshoots wireless networking and connectivity.
• Configures user accounts, such as Windows and other systems requiring user accounts.
• Assist end users with logon and password issues.
• Mentors new associates to policies and practices relating to the service desk.
• Acts as liaison with software and hardware vendors regarding service needs.
• Responds to questions, applying knowledge of computer software, hardware, systems, and procedures; assures timely completion of service requests.
• Performs other duties as assigned.

Requirements

Required Knowledge, Skills and Abilities:

• AD background, VM background, Windows servers, Cloud Service Knowledge specifically Office 365 and Azure AD, Knowledge in Documentation and process.
• MS certifications.
• High school diploma or general education degree (GED).
• At least 3 years related experience.
• Working knowledge of Windows networking and operating system.
• Good oral and written communication skills.

Preferred Education and/or Experience:

• Specialty training beyond high school in Information Technology.
• A+ Certificate and certification as a Microsoft Certified Professional preferred.

Language Skills:

• Ability