Technician II, Desktop Support

Job Summary:

The Desktop Support Technician II is responsible for managing escalation issues from the help desk Technicians. This position utilizes in-depth analyses and problem solving in resolving issues related to hardware, software, configuration issues, etc. The Analyst makes decisions in resolving customer problems and implementing solutions.

• Provide second and third tier technical support, such as configuration, installation and troubleshooting of computer hardware and software. Provide support to IT users for all aspects of end-user computing and desktop based software. Provide audio/visual support and operations as needed
• Test and evaluate new hardware and software for project and non-project related request and provide cost-effective and long and short term solutions to the request
• Become the SME in hardware solutions for various projects assigned
• Supports CL & PL mobile devices and the deployment of MDM as directed by company policy
• Performs diagnosis, preventive maintenance and networking troubleshooting
• Provide desktop imaging. Performs installation, configuration, maintenance and support of printers. Performs installation, configuration, maintenance and support of audio visual equipment
• Responds to incidents concerning computer and related hardware operation and applies troubleshooting principles and techniques to diagnose hardware, software and operator problems
• Provide updates, status and completion information to supervisor and users via voicemail, email or in person. Updates problem call tracking system. Performs troubleshooting of connectivity problems such as LAN connections, WiFi, Bluetooth, air cards, VPN connections and serial communications
• Assists in maintaining assets. Serves as a technical resource on project teams
• Participate in the team On-Call rotation 24X7
• Assist in managing vendor relationships and holding them accountable to set SLAs
• Ability to work independently on projects, tasks, or system outages and see through to resolution
• Serves as escalation point for Technician, Support position. Provides in-depth analysis and problem solving to resolve questions and issues the Technician cannot address
• Documents all issue resolutions for trending and training purposes
• Responsible for diagnosing improvement opportunities and recommending solutions for implementation to enhance service
• Maintain Service Level Agreements (SLA’s) with various business partners
• Collaborates with customers across all Estes’ locations on timeliness of problem resolution, training as needed and disposition of issue(s)
• Regular attendance is required.
• This is not an all-inclusive list of job requirements and/or duties and may not contain all mental and physical capabilities necessary to perform the job at all times due to circumstances. Operational, safety and other needs may require the employee to perform any and all other duties as assigned. Employees are expected, and must be able to perform all such duties and tasks.

• College degree in computer science with course work in network management, information systems, business, or any combination of education and experience, which would provide an equivalent background
• Minimum of 3 years of technical experience in a help desk environment
• Must have a minimum of 3 years of PC troubleshooting experience on computers running Microsoft Windows operating systems. Proficiency with MS Office highly preferred
• Strong customer facing experience required
• Ability to conduct analyses, identify problems and implement resolutions to increase customer satisfaction
• Ability to deal with conflict effectively and maintain positive customer relationships
• Possess excellent verbal, reading, writing, and comprehension skills
• Knowledgeable of computers systems and of…