What are the responsibilities and job description for the IT Support Technician II position at System One?
Job Title: IT Support Technician Level II
Location: Harleysville, PA
Type: Direct Hire
Hours: Monday through Friday. 8-hour shift - hours of work may vary according to business needs. On-Call rotation
IT Support Technician Overview:
The IT Support Technician Level II is the primary point of contact for all technology related support requests for the organization. The role requires a strong customer service mindset and is responsible for demonstrating professional, educational, and efficient technical support while assisting employees.
IT Support Technician Responsibilities:
IT Support Technician Education, Experience, and Skill(s) Requirements:
Location: Harleysville, PA
Type: Direct Hire
Hours: Monday through Friday. 8-hour shift - hours of work may vary according to business needs. On-Call rotation
IT Support Technician Overview:
The IT Support Technician Level II is the primary point of contact for all technology related support requests for the organization. The role requires a strong customer service mindset and is responsible for demonstrating professional, educational, and efficient technical support while assisting employees.
IT Support Technician Responsibilities:
- Provide effective first and second level IT support information to non-technical customers
- Track all IT incidents and requests within the IT Service Management Platform
- Demonstrate reliable organizational, communication, and interpersonal skills
- Meet or exceed established IT Support SLAs and KPIs on IT incidents, requests, and project assignments
- Install, configure, and test hardware and software on new or existing devices, in accordance with standard procedures
- Spearhead maintenance, implementation, and troubleshooting initiates on IT hardware and software
- Train technicians on new hire onboarding and training as it relates to user IT hardware and software
- Audit the provisioning of accounts and support change requests in core IT software life: Active Directory, Office 365 Admin Center, Microsoft Azure, and MDM systems
- Document daily processes, procedures, and technical issues to build the IT Knowledgebase and technician training guides
- Analyze and research solutions to complex incidents for resolution prior to escalation
- Escalate significantly complex problems to the appropriate IT supervisor or lead to assist in providing a solution
- Assist in the management and configuration of endpoint security protocols and mitigations
- Assist with the lifecycle refresh and replacement efforts for IT assets and manage proper disposal
- Ability to work with limited supervision beyond first 90 days
- Perform other duties as assigned
IT Support Technician Education, Experience, and Skill(s) Requirements:
- 5 years of experience within Information Technology
- 5 years in an IT Support position
- Proactive, top-notch problem solving, troubleshooting, and analytical skills
- Highly skilled in time, priority, and task management
- High level of emotional intelligence and operational leadership skills
- Excellent written and verbal communication skills, interpersonal skills to interact with end users and team members
- Strong background in Active Directory, Group Policy, Microsoft Windows operating systems, Microsoft 365 Applications
- Background in TCP/IP networking, computer hardware and peripherals
- Experience with Android and iOS based cell phones and tablets
- Understanding of basic cybersecurity and endpoint security best practice
- Ability to adhere and create defined processes and procedures and suggest improvements
- Experience working with and configuring Service Desk ticketing systems
- Ability to balance multiple time-sensitive priorities and meet deadlines in a fast-paced, quickly changing environment
- Understanding of Microsoft SharePoint, Cloud Storage, Mobile Device Management, and ITIL Service Management Platforms
- ITIL v4 Foundation Certification or equivalent experience
- CompTIA A Certification of equivalent experience
- Experience with Problem and Asset Management
- Windows Server and VMWare Experience
- Bachelor of Science in Information Technology or equivalent work and education related experience
