Modern Workforce Technology Engineer II; Hybrid

Overview

After the initial training period, this is a hybrid role, working onsite in our Sioux Falls, SD office.

Accountable for deploying and troubleshooting hardware and software, including desktop, telephony, virtual environments, mobile device management, network, video conferencing, print/scan, and other technologies. Serves as subject matter expert for several technologies in the end user computer space. Follows processes to engage other IT teams (e.g., Network, System Administration, Cybersecurity) to deliver holistic services to end-users, ensuring a complete experience that exceeds expectations.

Participates in small teams for project initiatives and other operational activities.

• Serves as both initial contact point and/or second level support for incoming requests from end-users through multiple engagement mechanisms including phone, chat, email, web, and ITSM toolsets.
• Responds to, evaluates, and processes individual or large-scale escalations through defined processes.
• Provides end-to-end new hire and termination services including shipping and/or deploying the PC and corresponding peripherals as required, meeting defined SLAs and procedures.
• Accountable for access provisioning services across a variety of platforms, following strict controls and procedures.
• Identifies and escalates gaps or opportunities in processes and controls to increase the reliability, security, and convenience of the end user platforms.
• Develops documentation and cross-trains technical support teams to maintain newly created approaches and processes.
• Assists with creation, modification, and pushing software packages and group policies designed to improve consistencies, reduce service requests, leverage automation, and improve security.
• Follows and maintains strict licensing compliance procedures and reports discrepancies.
• Delivers user and/or device move related activities including new office openings, office closures, and internal move events.
• Maintains end-user technologies such as computers, telephones, IDF, VTC, and printers. Installs and configures software in accordance with department policies and procedures.
• Participates in small teams and project initiatives to deliver operational services and/or execute approved projects.
• Provides first and second level support for end-user and/or site issues. Responds to assigned tickets, resolves issues, documents actions, and closes tickets in the system. Interacts with internal clients to obtain a clear and detailed description of the issue.
• Updates internal clients on solutions, as well as managing expectations and timing of resolutions. May provide hands-on training when walking clients through equipment setup and/or issues. Follows up as needed to ensure client satisfaction.
• Manages technology inventory and works with management to meet supply needs. Utilizes pre-defined processes to maintain inventory records throughout the lifecycle of equipment.
• Performs minor hardware repairs including hard drive replacements, RAM swaps, and clearing print jams. Facilitates complex repairs with third parties, as required.
• Assists with video conference events as defined by the organizer/lead.
• Assists the network support team with setup, maintenance, and troubleshooting of various parts of the network.
• Performs other duties as assigned.
• Occasional travel.

• An undergraduate degree in a related field and/or an equivalent combination of training and experience.
• 3 years of experience working in a technical support capacity in an enterprise environment.

• Hardware or manufacturer certifications a plus.
• Experience supporting a mix of local and remote users in a process-driven environment.
• Excellent verbal, written, and interpersonal communication skills.
• Excellent customer service skills with a high level of customer focus and motivation.
• Comfortable working in front of and/or presenting to large audiences.
• Experience with troubleshooting technical issues.
• Experience with enterprise technologies such as Active Directory and Office 365.
• Knowledge of Apple operating systems a plus.
• Experience with Mobile Device Management…