Service Desk Technician II

Position Summary

The Service Desk Technician II will be responsible for providing friendly and professional IT support to a variety of clients. This position requires troubleshooting and resolving more advanced computer and network issues, demonstrating a higher level of expertise and technical skill. Additionally, the Technician will take ownership of hardware and software-related projects, ensuring timely and effective completion of assigned tasks.

Primary Responsibilities

· Respond promptly to client IT support requests, providing both remote and onsite assistance as needed, and escalating issues when appropriate.

· Ensure all client trouble tickets and service requests are acknowledged and addressed with a high degree of urgency, in strict adherence to Service Level Agreements (SLAs).

· Provide expert support for escalated tickets from Tier 1 technicians, resolving complex issues efficiently.

· Document resolutions and troubleshooting steps in the company knowledge base to facilitate future support and knowledge sharing.

· Maintain accurate records of customer network configurations and ensure all documentation follows set standards.

· Perform network administration tasks and conduct scheduled maintenance activities to ensure optimal system performance.

· Respond to network monitoring alerts, troubleshoot and resolve issues, and configure additional alerts to proactively monitor customer environments.

· Test and implement business applications, ensuring they align with customer needs and business goals.

· Provide PC application support and assist users with various technical issues.

· Manage hardware and software deployment projects as assigned, ensuring timely and accurate delivery.

· Commit to continuous technical development, including obtaining IT certifications and enhancing technical skills.

· Participate in a rotating on-call schedule to provide after-hours support for emergency incidents.

· Other duties as assigned

Minimum Qualifications

· Associate degree or equivalent experience/training required

· Five or more years’ experience in an IT support role

· A /Network or equivalent Certifications preferred

· Strong understanding of IT related hardware, software, and services

· Strong passion to learn and apply new technological skill sets

· Strong passion to learn and apply new skill sets

· Ability to communicate in a friendly manner to customers, listening to their needs and help communicate options for them.

· Strong organizational, planning, and decision-making skills

· Ability to work in a team environment

· Ability to create positive and collaborative working relationships

· Excellent written and verbal skills

· Passionate drive to provide superior service to clients

· Valid US Driver’s License

Working conditions

This position operates in a professional office environment. This role routinely uses standard office equipment such as computers, printers and phones. Travel to client locations will be required.

Physical requirements

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This position is regularly required to talk or hear over the phone or in a face-to-face conversation. This position will frequently be required to sit, stand, walk, stoop, kneel, crouch, use hand to finger, handle or feel, and reach with hands and arms. This position also requires the ability to lift up to 50 lbs. occasionally. Specific vision abilities required by this position include close vision, color vision, peripheral vision, and the ability to adjust focus. This noise level in the work environment is usually moderate.

Direct reports

None

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety to themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship. Duties, responsibilities, and activities may change at any time with or without notice.

Equal Employment Opportunity Statement

Summit IT Solutions provides equal opportunity in all of our employment practices to all qualified employees and applicants without regard to race, color, religion, gender, national origin, age, disability, marital status, military status, genetic disposition or any other category protected by federal, state and local laws. This policy applies to all aspects of the employment relationship, including recruitment, hiring, compensation, promotion, transfer, disciplinary action, layoff, return from layoff, training and social, and recreational programs. All such employment decisions will be made without unlawfully discriminating on any prohibited basis.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Application Question(s):

• What are your salary expectations?

Education:

• Associate (Preferred)

Experience:

• IT support: 5 years (Required)

Ability to Commute:

• Akron, OH 44312 (Required)

Work Location: In person