DESKTOP SUPPORT TECHNICIAN II

As a Desktop Support Technician II, you will complete advanced troubleshooting and resolving computer hardware/ software/ printer problems reported to the helpdesk. Primarily responsible for requests escalated by the Tier 1 team, back up T1 on incoming requests as needed. are the first point of contact for end users in a physical windows pc environment. Your day will be filled with opportunities to troubleshoot and resolve computer hardware, software and printer problems reported to the helpdesk. Helpdesk experience and computer proficiency are important.

Responsibilities

Daily responsibilities include, but are not limited to, the following:

• Provide an escalation point for Tier 1 desktop support task
• Basic Network troubleshooting
• Ability to troubleshoot problems independently
• Advanced troubleshooting of computer hardware/software/ printer problems
• Setup/ Relocate equipment for new/ transferring employees
• Assist in hardware/software implementation/ deployment activities
• Provide user account administration
• Provide support for user’s mobile devices with MDM
• Assumes responsibility for team projects
• Participate in training of new team members
• Utilize helpdesk tracking software
• Create & maintain procedures for the team
• Onsite support & equipment setup at remote locations

Job Requirements

The successful candidate will have the following qualifications:

• High School or GED Equivalent
• Driver’s License Required
• 3-5 years of experience in a helpdesk support environment or educational equivalent.
• Strong understanding of Microsoft 365, including user management, group creation, troubleshooting common M365 issues like email access, OneDrive syncing, Teams connectivity, and providing technical guidance for end-users on various M365 applications.
• Ability to troubleshoot and resolve hardware and software problems
• Ability to communicate technical material in "user friendly" manner
• Detail oriented
• Self-motivated, Dependable, Timely
• Demonstrate initiative
• Practice active learning skills
• Ability to prioritize tasks and multi-task various work activities
• Ability to work flexible schedules
• Ability to combine pieces of information and form relationships or conclusions about unrelated material
• Use critical thinking skills to identify strengths and weaknesses of various solutions
• Capability to communicate and collaborate with all levels of management and employees
• Demonstrate active listening skills
• Capability to communicate and collaborate with all levels of management and employees
• Demonstrate active listening skills
• Professional appearance and demeanor

Benefits

• 401(k) with a company match of up to 6%
• ESOP employer match
• Medical insurance
• Dental insurance
• Vision insurance
• Cancer / Disease insurance
• Accident insurance
• Flexible Spending Accounts
• Health Savings Accounts
• Bank paid Life / AD& D insurance
• Voluntary Life / AD&D insurance
• Bank paid Short-Term and Long-Term Disability insurance
• Employee Stock Purchase Plan
• Employee Assistance Program

Physical Requirements

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

While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle or feel, reach with hands and arms, and talk or hear. The employee is frequently is required to stand and walk. The employee must be able to move equipment weighing up to 20 pounds. Works in an office setting and travel to branches as needed.