IT Technical Support Technician II

About the role

The IT Support Technician II serves as the initial point of contact for all IT-related issues from internal and external stakeholders. This role communicates with end users of varying technical levels to address technology needs, resolves issues directly or escalates them, and assists administrators with hardware and software maintenance. The position also maintains IT physical spaces and inventory (both physical and software).

Responsibilities

• Log and respond to internal and external user issues through the company’s ticketing system.
• Maintain software by updating, upgrading, and patching as directed.
• Maintain hardware by updating, upgrading, and patching as directed.
• Handle basic Active Directory troubleshooting.
• Resolve basic network, email, and PC issues for end users.
• Resolve mobile device issues for end users.
• Communicate with end users to help them utilize technology efficiently.
• Maintain physical and software inventory.

Requirements

• Associate's Degree in Computer Science, Information Systems, or a related discipline from an accredited institution.
• 3 or more years of related experience.

Skills

• Strong analytical and problem-solving skills.
• Ability to build and maintain relationships with technical and non-technical personnel.
• Ability to manage multiple tasks simultaneously.
• Strong verbal and written communication skills.
• Working knowledge of computers and Microsoft Windows desktop operating systems, Microsoft Office productivity suites, and Active Directory.
• Working knowledge of Linux operating systems.
• A+, Network+, and MCITP/MCTS or equivalent certification(s).

Values and Mission

Adhere to New Mexico Mutual’s values and mission by demonstrating Service Excellence, Trust, Ownership, One Team, and Boldness in thought and action. Maintain a positive attitude and foster collaborative relationships with team members, customers, co-workers, and management.

Working Conditions

• General office environment with moderate physical demands.
• Adherence to safety rules and building security policies.
• Participation in maintaining safe and efficient operating conditions.
• Drug-free workplace with pre-employment and post-accident drug testing.
• Exposure to video display terminal (VDT) screens.