What are the responsibilities and job description for the Desktop Support Technician II position at InteLogix?
Overview:
Supports company operations by performing installation, maintenance, and repairs of/to company personal computer PC systems and software.
Responsibilities:
Education:
Experience:
Computer Experience:
Skills & Abilities:
All job offers are contingent upon completion of drug and background checks.
Supports company operations by performing installation, maintenance, and repairs of/to company personal computer PC systems and software.
Responsibilities:
Install, maintain, and support a variety of PC systems, peripheral devices and associated infrastructure- Support of mobile devices
- Perform hardware diagnostics and execute or coordinate repairs in a timely fashion to ensure customer satisfaction
- Provide second level support for all hardware and software escalations from the Help Desk
- Maintain vendor relationship for contact/troubleshooting purposes serving as a liaison with third-party support and PC equipment vendors
- Use discretionary judgment in planning, scheduling and executing computer equipment installations, imaging, upgrades and replacement projects
- Effectively translate user requests, business needs and technical specifications into formal written documentation
- Review, prioritize, and work trouble tickets within trouble ticket system, with a high sense of urgency
- Provide off-hours support (on a rotating basis) to include nights and/or weekends
- Own and resolve the most complex technology issues escalated by senior management in a manner which builds trust while ensuring business continuity
- Leads complex and/or large-scale hardware/software projects
- Travel up to 50% to meet the needs of the business (to include overnight travel)
- Maintain concentration and focus in order to meet performance goals
- Maintain good working relationship with assigned supervisors and coworkers
- Work safely without presenting a threat to self or others
- Perform additional duties as required by management
Education:
- Associate in computer science or PC related certification preferred
- A Certification – preferred
- Microsoft Certified Systems Engineer (MCSE) - preferred
- Microsoft Office Suite Certification (MOS) - preferred
Experience:
- 5 or more years of PC Support related experience. Experience leading complex and/or large-scale desktop hardware/software related projects
- Experience in supporting virtual solutions; VDI, RDP, RDSH, DaaS or Cloud Virtual Desktops
- Experience in Microsoft O365 Enterprise Licenses and Teams Collaboration preferred
- Experience in End User Experience, Application Performance Monitoring of both premise and Cloud solution is preferred
Computer Experience:
- Must have knowledge of commonly used concepts, practices, and procedures for the PC/LAN (Local Area Network) Support Department
- Knowledge of networking principles, cabling, and TCPIP (Transmission Control Protocol/Internet Protocol) protocol
- Strong working knowledge of Microsoft Operating Systems and Microsoft Office products
Skills & Abilities:
- Ability to effectively and professionally communicate and collaborate with all levels of the organization and peers to reach common goals
- Must successfully pass background investigation and drug screen according to company policy
- Must produce a high level of contribution to the team environment and meet performance standards
- Must have and be able to maintain a strong customer service focus
- Must be able to handle crisis situations calmly and effectively
- Must be able for travel, including some overnights and weekends
- Ability to effectively and professionally communicate and collaborate with all levels of the organization and peers to reach common goals
- Must be able to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
- Must be able to write detailed reports and correspondence
- Must possess a strong ability to reason quickly and be able to shift attention to priority situations as necessary; must be able to reason with other technical staff to assist in the problem resolution process
- Relies on experience, judgment, and decision making skills to plan and accomplish goals and has the confidence to state opinion even when the majority disagrees
- A wide degree of creativity and latitude is expected
- Will be required at times to work a flexible schedule that provides needed coverage for customer service levels and/or time-sensitive projects
- Ability to use common hand tools, testing instruments and specialized tools associated with hardware installation, maintenance, operation, and repair. Ability to exert moderate physical effort, typically involving a combination of climbing and balancing, stooping, kneeling, crouching, lifting, carrying, pushing and pulling
- Ability to coordinate eyes, hands, feet and limbs in performing movements requiring skill and training, such as operating equipment
- Ability to lift and carry 40 lb. weights such as equipment
- Must be able to position self to maintain computers in tight spaces and perform overhead and under desk work
- Occasionally use a ladder
All job offers are contingent upon completion of drug and background checks.
GC Services is an equal opportunity employer: M/F/Disabled/Vet