IT Support Tech II

• At least 18 years of age
• High school diploma or equivalent
• Associate degree in computer science or PC-related field preferred; equivalent experience accepted
• Industry certification preferred:
  CompTIA A+, Network+, or equivalent
• 2+ years of Desktop Support or related experience
• Experience managing incidents through a ticketing system (Service Now or equivalent)
• Prior experience in a multi-site or distributed IT environment a plus
• Prior experience mentoring or providing technical guidance to junior technicians a plus
• Microsoft Windows operating systems, including the ability to run and interpret commands such as ping, ipconfig, net use, gpresult, and gpupdate experience
• Experience with in Windows file and folder permissions including network and administrative shares
• Microsoft Management Console and key snap-ins:
  Event Viewer, Disk Management, Device Manager, Certificate Manager, Print Manager, Group Policy Editor, and Active Directory
• Ability to enabling, suspend, and recover Bit Locker encrypted drives and managing recovery keys
• Experience navigating and making targeted edits in the Windows Registry
• Network cabling practices including termination, keystone punch downs, tracing, and toning
• IP addressing, subnet masks, DHCP, DNS, and VPN functionality
• Expert knowledge of LAN/WAN concepts, VLANs, and network architecture
• OS imaging and deployment using MECM or similar tools
• Must possess a valid driver s license, current auto insurance, and have reliable personal transportation
• Must successfully pass background investigation according to company policy
• Must be able to get along with co-workers and work effectively in a team environment

• Provide senior-level technical support across corporate and branch locations for First Community Services and its supported organizations
• Serve as a technical escalation point for IT Support Technicians
• Proactively identify recurring incidents and inefficiencies and take initiative to implement lasting solutions through process improvements, automation, or documentation.
• Manage assigned incidents in Service Now across a range of hardware and software break/fix issues
• Analyze technology in assigned locations for proper functionality and decision needs and upgrades
• Purchase equipment within assigned level of authority
• Manage assigned projects including lifecycle management of PCs, peripherals, and other infrastructure, new branch installations, and software rollouts such as Windows feature updates or application deployments/updates
• Independently lead and successfully complete location installations
• Identify, diagnose, and replace components such as RAM, storage drives, and UPS batteries
• Provide endpoint management using Remote Management & Monitoring (RMM) tools such as MECM, Ninja One, or similar
• Travel within the assigned region for on-site troubleshooting and hardware installation
• Act as remote hands for other First Community Services departments including physical inspection of ATMs, network equipment replacement, and inspection and troubleshooting of alarm systems
• Participate in the on-call rotation and Disaster Recovery activities
• Travel up to 75% for certain regions
• Regular and predictable attendance and punctuality
• Other duties as assigned.

Position level is dependent upon experience and tenure

Physical Requirements:

• Must be able to position self in tight spaces and perform overhead and under desk work
• Occasional use of a ladder required
• Ability to lift and carry up to 75 pounds

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