What are the responsibilities and job description for the IT Service Desk Tech II position at Exactech?
IT Service Desk Tech II
Department: Information Technology
Employment Type: Full Time
Location: Gainesville, FL
Reporting To: Manager, IT Services
Description
Delivery technology support services to internal and external customers. Responsible for ensuring proper computer operation so that end users can accomplish business tasks. This includes actively resolving escalated end user services requests within established SLAs. Problem resolution includes the use of diagnostic and service request tracking tools, as well as require that the individual provides both in-person and remote support at the desktop level..
Key Responsibilities
- Properly respond to service requests in a timely manner and escalate promptly if needed.
- Resolve issues with applications and hardware.
- Develop and deliver end-user training as needed.
- Perform basic power shell script development and maintenance for process automation.
- Deploy and support equipment.
- Work with infrastructure team to develop application and platform support documentation used by service desk technicians.
- Create FAQ and knowledge base documents.
- Support audio/visual and collaboration equipment for internal meetings.
- Test and approve software deployment scripts for end user devices.
- Develop service delivery knowledgebase to include fact sheets, tutorials, and FAQ’s.
- Install and update software on end-user devices.
- Setup and support third party contractor access according to established procedures.
- Conduct resolution validation and customer satisfaction follow-up specified tasks.
- Provide on-site remote hands for vendors and engineers as required.
- Adhere to established SLAs aimed at managing end-user expectations and clarity of service desk performance expectations and personal accountability Work with vendors to resolve complex end user device issues/repairs.
- Make recommendation for policy, process, and procedure improvements as part of a continuous improvement environment.
- Document activities in the ITSM platform in accordance to established procedures.
- Support phone system and other internal communication systems.
- Provide level 1 and 2 support to end users on targeted business applications and services.
- Build rapport with service desk customers.
- Know and apply the Quality System and any appropriate Federal and International standards.
- Mentor junior service desk technicians.
Skills, Knowledge and Experience
Education:
- Associates Degree or equivalent work experience required. Bachelor’s Degree or equivalent work experience preferred.
Experience:
- Minimum 3-5 years of experience in Information Technology service delivery.
- Experience with Windows operating systems and M365 Office productivity suite.
- Experience with Active Directory basic administration.
- Experience deploying laptops and desktops in a SCCM environment (zero/low touch)
- System administration experience with SCCM environment creating images and update packages for zero/low touch implementation.
- Experience providing administration of mobile device management platforms (Microsoft Intune).
- Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes.
Functional/Technical Knowledge, Skills and Abilities Required:
- Excellent communication, interpersonal, and customer service skills.
- Ability to work in a team environment.
- Ability to maintain strict adherence to established process and procedures.
- Ability to troubleshoot and resolve technology related issues.
- Strong organization skills with an attention to detail.
- Strong customer centric service deliver posture.
- Experience writing and maintaining basic automation scripts.
