What are the responsibilities and job description for the DESKTOP SERVICES TECHNICIAN II position at Kent Shared Services (Kent Corporation)?
Looking to join a FIVE time U.S. Best Managed Company? KENT® Corporation has a fantastic opportunity to join their team as a Desktop Services Technician II This position is responsible for providing end user support services that meet IT's technical and business objectives. This includes documenting a user’s issue and performing problem diagnosis as well as deployment and support of end user computers and locally installed software. This vital role applies proven problem solving, customer service, and communication skills to identify, communicate, and resolve end user issues.
- This position is designed and intended to be performed in Muscatine, IA.
PRIMARY DUTIES & RESPONSIBILITIES:
- Provide end user problem resolution by identifying, diagnosing, documenting and resolving issues reported by users
- Diagnose and resolve unique, nonrecurring problems associated with application software and operating systems; determine the source of problems and classify their level, priority and nature
- Utilize advanced diagnostic tools to troubleshoot and resolve issues with computers, tablets, network connections, point of sale systems, printers, etc.
- Develop and create base images for end-user systems
- Test, install and document upgrades and installation of locally installed software applications and hardware systems for end users; includes desktops, laptops, tablets, Thin Clients, etc.
- Set-up end-user computer systems, install standard configuration and specialty software applications
- Research and recommend new software solutions for end-users, develop configuration standards
- Document and maintain inventory usage, asset tracking and disposal
- Provide Desktop Technicians and customers with informal training on computer applications and hardware best practices to enhance efficiency and effectiveness
- Develop work instructions and follow pre-established guidelines to perform functions of the job
- Report weekly and monthly activities to manager
- Actively contribute to on-going process improvement
- Ability to complete multiple simultaneous tasks and/or projects in a timely manner
- Work collaboratively with all IT resources
- Perform other duties and/or special projects as assigned
EDUCATION:
- Associates Degree and 4-5 years’ experience in the IS/IT field including service desk experience; or a Bachelor’s degree in Computer Science or related field and 2-3 years’ experience working with an IT service team; or 8-10 years working experience in the IS/IT service desk role.
EXPERIENCE & QUALIFICATIONS:
- Experience working in a corporate environment and working with network operating systems
- Proficient with standard concepts, practices, and procedures in a PC related field
- Proficient troubleshooting and diagnosing PC hardware, software and operating systems issues
- Understands and has previous experience with ITIL processes
TRAVEL:
- Requires the ability and willingness to travel as needed to various Kent Corporation locations
ADDITIONAL INFO:
- Requires the ability and willingness to work outside the schedule of 7 a.m.-7 p.m. CT Monday through Friday including after hour rotation
