Technical Support II

The Technical Support position provides superior customer service that assists with end user needs arising from everyday hardware and software use. Technical Support is responsible for installing, diagnosing, repairing, maintaining, and upgrading all end-point hardware and technology-related equipment. Technicians ensure optimal device performance and maintenance. Technical Support also repair and modify end user hardware and software.

The pay range for this position begins at $64,447 per year. Appropriate compensation will be determined based on a candidate's skills, education, and any previous relevant experience.

Essential Responsibilities

Provide best-in-class customer service to meet the desktop and mobile technology needs of end-users.

• Provide quick response and utilize problem solving skills to resolve escalated requests from the Service Desk regarding Endpoint issues/needs via telephone, email and desk-side support.
• Work directly with end users and supervisor to resolve specific problems identified.
• Take ownership of and accountability for technical issues while maintaining a high level of client satisfaction through effective communication and prompt resolutions
• Troubleshoots desktop operating systems and application problems using internal guides and materials, online research, or by contacting vendors.
• Coordinate with other IT staff to ensure prompt resolution and appropriate hand-off; troubleshooting, and diagnosis of issues.
• Determine the root cause of problems through analysis and problem-solving activities.
• Document, track and monitor requests/problems and actions per defined processes, ensuring timely resolution and end-user satisfaction.

Proactively manage and maintain all end-point devices and software

• Ensure the end point devices comply with standards on all appropriate patches and updates.
• Review and maintain proper software inventory technical documentation
• Maintains appropriate procedure documentation.
• Execute and/or support the imaging, installation deployment or troubleshooting of desktops, laptops, mobile devices, operating systems, application software, printers and peripherals.
• Installs and configures desktop operating systems and applications.
• Installs, configures, and troubleshoots new and replacement end user hardware: computers, monitors, peripherals, and mobile phones

Participate in development of procedure documentation, project implementation, and other tasks as assigned

• On an ongoing basis, manage small projects, deliver and remove computer equipment, assign, update, and report on client tasks/tickets and effectively communicate technical issues and project execution with IT leadership.
• Assist with research, planning, implementation, and integration of new technologies and equipment.
• Informs department of opportunities to improve current processes and protocols.
• Assists in the development and implementation of procedures and policies for all cooperative IT operations.
• Work with other IT staff to address critical tasks
• Performs all other duties as assigned by IT management.

Organizational Competencies

• Safety
• Integrity
• Teamwork
• Innovation
• Reliability

Job Competencies

• Action Oriented
• Approachability
• Customer / Member Focus
• Functional/Technical Skills
• Self Development

Goals and Objectives

An employee filling this role is expected to meet changing and unique goals and objectives, as established by their supervisor, related to the broader area in which the employee is assigned.

Job Qualification Standards

Education and Training

• A two-year degree in computer science or other related area or equivalent combination of experience and education.

Experience

• 5 years IT support experience preferred
• Proven ability to effectively interact with end-users in identifying and resolving technical issues, while maintaining an appropriate level of professionalism and composure
• Ability to interact with end-users of varying skill levels and to provide appropriate training and assistance.

• Experience preferred with Windows Operating Systems, Microsoft Office applications.
• Experience preferred with iOS mobile device management.

• Highly skilled in installing, repairing and troubleshooting computer hardware and peripherals.
• Able to manage time and priorities effectively
• Able to work efficiently with minimal supervision
• Proficient in working with end-users remotely
• Excellent analytical and problem-solving skills
• Experience with Intune endpoint management preferred

Physical and Mental Demands

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical demands: While performing the duties of this position, the incumbent is primarily required to sit, stand, walk, stoop, bend and frequently utilize a keyboard/computer. Specific vision abilities include close vision, peripheral vision, depth perception and the ability to adjust focus.

Mental demands: While performing the duties of this position, the incumbent will be required to problem solve, read, write and analyze data, work under schedules and deadline pressure, present information to others, work independently and use discretion and judgment for confidential or sensitive projects/issues.

Work Environment: While performing the duties of this position, the employee is exposed to an office environment indoors, and will travel outdoors to multiple locations dependent on work.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k)
• Pension plan
• Life insurance and AD&D
• Disability insurance
• Paid leave: Holidays and floating holidays, Vacation, Sick leave
• Employee Assistance Program
• Flexible Spending Accounts for dependent care
• Educational assistance
• Membership in select professional organizations

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.