What are the responsibilities and job description for the IT Support Technician Level II position at HB Global LLC?
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SUMMARY: The IT Support Technician Level II is the primary point of contact for all technology related support requests for the organization. The role requires a strong customer service mindset and is responsible for demonstrating professional, educational, and efficient technical support while assisting employees.
To be successful you must possess these core value characteristics:
Trust: Clear Communication. Be committed. Accountable. Open. Honest.
Team: No "I". Do what's best. Assume the best. Be a leader. Celebrate wins.
Grit: Goal-focused. Be positive. Persevere. Show passion. Take ownership.
Growth: Lifelong learner. Forward-thinker. Self-aware. Curious. Open-minded.
ESSENTIAL DUTIES and RESPONSIBILITIES:
- Provide effective first and second level IT support information to non-technical customers
- Track all IT incidents and requests within the IT Service Management Platform
- Demonstrate reliable organizational, communication, and interpersonal skills
- Meet or exceed established IT Support SLAs and KPIs on IT incidents, requests, and project assignments
- Install, configure, and test hardware and software on new or existing devices, in accordance with standard procedures
- Spearhead maintenance, implementation, and troubleshooting initiates on IT hardware and software
- Train technicians on new hire onboarding and training as it relates to user IT hardware and software
- Audit the provisioning of accounts and support change requests in core IT software life: Active Directory, Office 365 Admin Center, Microsoft Azure, and MDM systems
- Document daily processes, procedures, and technical issues to build the IT Knowledgebase and technician training guides
- Analyze and research solutions to complex incidents for resolution prior to escalation
- Escalate significantly complex problems to the appropriate IT supervisor or lead to assist in providing a solution
- Assist in the management and configuration of endpoint security protocols and mitigations
- Assist with the lifecycle refresh and replacement efforts for IT assets and manage proper disposal
- Ability to work with limited supervision beyond first 90 days
- Perform other duties as assigned
EDUCATION, EXPERIENCE and SKILLS:
- High School Diploma
- 3 years of experience within Information Technology
- 3 years in an IT Support position
- Proactive, top-notch problem solving, troubleshooting, and analytical skills
- Highly skilled in time, priority, and task management
- High level of emotional intelligence and operational leadership skills
- Excellent written and verbal communication skills, interpersonal skills to interact with end users and team members
- Strong background in Active Directory, Group Policy, Microsoft Windows operating systems, Microsoft 365 Applications
- Background in TCP/IP networking, computer hardware and peripherals
- Experience with Android and iOS based cell phones and tablets
- Understanding of basic cybersecurity and endpoint security best practice
- Ability to adhere and create defined processes and procedures and suggest improvements
- Experience working with and configuring Service Desk ticketing systems
- Ability to balance multiple time-sensitive priorities and meet deadlines in a fast-paced, quickly changing environment
- Understanding of Microsoft SharePoint, Cloud Storage, Mobile Device Management, and ITIL Service Management Platforms
- ITIL v4 Foundation Certification or equivalent experience
- CompTIA A Certification of equivalent experience
- Experience with Problem and Asset Management
- Windows Server and VMWare Experience
PREFERRED QUALIFICTIONS:
- 2-year technical degree or higher preferred or equivalent work and education related experience
PHYSICAL REQUIREMENTS:
- Prolonged periods sitting at a desk and working on a computer
- Must be able to lift up to 15 pounds at times
- Ability to travel to various divisions and worksites as needed
This is a Full-Time on site position with benefits. Monday through Friday. 8-hour shift - hours of work may vary according to business needs. Local travel and occasional long-distance travel may be required. On-call team rotation for outages is a requirement for this position.
