Job Description
Job Description
- This position is located out of our Nash Plumbing and Mechanical Division. The office has a new location in Belleview, FL. This position is 100% in office.
We empower our employee owners to make this a great place to work and create value.
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 customersTrack all IT incidents and requests within the IT Service Management PlatformDemonstrate reliable organizational, communication, and interpersonal skillsMeet or exceed established IT Support SLAs and KPIs on IT incidents, requests, and project assignmentsInstall, configure, and test hardware and software on new or existing devices, in accordance with standard proceduresSpearhead maintenance, implementation, and troubleshooting initiates on IT hardware and softwareTrain technicians on new hire onboarding and training as it relates to user IT hardware and softwareAudit the provisioning of accounts and support change requests in core IT software life : Active Directory, Office 365 Admin Center, Microsoft Azure, and MDM systemsDocument daily processes, procedures, and technical issues to build the IT Knowledgebase and technician training guidesAnalyze and research solutions to complex incidents for resolution prior to escalationEscalate significantly complex problems to the appropriate IT supervisor or lead to assist in providing a solutionAssist in the management and configuration of endpoint security protocols and mitigationsAssist with the lifecycle refresh and replacement efforts for IT assets and manage proper disposalAbility to work with limited supervision beyond first 90 daysPerform other duties as assignedEDUCATION, EXPERIENCE and SKILLS :
High School Diploma3 years of experience within Information Technology3 years in an IT Support positionProactive, top-notch problem solving, troubleshooting, and analytical skillsHighly skilled in time, priority, and task managementHigh level of emotional intelligence and operational leadership skillsExcellent written and verbal communication skills, interpersonal skills to interact with end users and team membersStrong background in Active Directory, Group Policy, Microsoft Windows operating systems, Microsoft 365 ApplicationsBackground in TCP / IP networking, computer hardware and peripheralsExperience with Android and iOS based cell phones and tabletsUnderstanding of basic cybersecurity and endpoint security best practiceAbility to adhere and create defined processes and procedures and suggest improvementsExperience working with and configuring Service Desk ticketing systemsAbility to balance multiple time-sensitive priorities and meet deadlines in a fast-paced, quickly changing environmentUnderstanding of Microsoft SharePoint, Cloud Storage, Mobile Device Management, and ITIL Service Management PlatformsITIL v4 Foundation Certification or equivalent experienceCompTIA A Certification of equivalent experienceExperience with Problem and Asset ManagementWindows Server and VMWare ExperiencePREFERRED QUALIFICTIONS :
2-year technical degree or higher preferred or equivalent work and education related experiencePHYSICAL REQUIREMENTS :
Prolonged periods sitting at a desk and working on a computerMust be able to lift up to 15 pounds at timesAbility to travel to various divisions and worksites as neededThis 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.
