What are the responsibilities and job description for the Help Desk Technician II position at The Imagine Group?
At Imagine we go beyond print to help our clients deliver game-changing visual communications from concept to delivery that set the standard for our industry. The first step in this process is hiring great employees! Our innovative teams are the most committed, highly experienced artisans in the business. We are committed to delivering high-quality marketing solutions, in every environment and campaign, helping our clients capture the heart, minds, and loyalty of their customers. For more than 30 years, The Imagine Group has established itself as one of the most influential and innovative visual communications companies in the industry. Join us and let’s Imagine a better way together.
Position Summary: The Help Desk Technician II will function as the primary support representative in logging and responding to customer and internal user service requests. This role will solve more difficult technical issues. Position requires hands-on and remote experience supporting MS Office, Exchange, and Outlook, as well as custom software and other technologies.
Work Location: Onsite at our Charlotte, NC facility. Hours are from Monday-Friday 8 AM - 5 PM.
Essential Functions and Responsibilities:
- Respond and use diagnostic tools/techniques to identify and resolve complex technical problems submitted via helpdesk tickets, phone calls, and emails from end-users.
- Document and maintain computer inventory.
- Provide customer service and support to employees with software and hardware issues for both Windows and Apple systems.
- Advanced understanding of Active Directory
- Manage Office 365 Email Accounts and Distribution Groups
- Troubleshoot LAN and WAN and VPN connections.
- Follow Standard Operating Procedures as assigned.
- Assist with setup, configuration, and maintenance of computer systems, software and peripherals on both Windows and Apple systems.
- Assist in the deployment of new hardware and software and ensure all IT equipment is functioning properly and is up to date.
- Assist with all company meetings using AV equipment – microphones, speakers, video camera, sound board.
- Assist with printers.
- Assist with telephone system.
- Experience with Microsoft Outlook, Teams, Word, Excel, and PowerPoint.
Mandatory Qualifications:
- Two-year AAS or equivalent IT related education or equivalent work experience.
- High level understanding of Active Directory.
- Ability to fix complex hardware and software issues.
- Proficient in Microsoft Office 365.
- Working knowledge of IT Service Management and Information Technology Infrastructure Library.
- Deep understanding, knowledge and experience with both Macintosh and Windows systems.
- Ability to relate well in a customer service role with end users.
- Deep understanding of an IT ticketing system.
- High level understanding of Lan and Wan connections.
- Ability to be a part of the greater IT on-call rotation team.
Preferred Qualifications:
- Experience supporting a manufacturing environment a plus.
- Comp TIA Certification or equivalent.
- Ability to balance multiple issues in a fast-paced environment.
- Ability to prioritize.
- Good time-management skills.
- Ability to communicate clearly and professionally, both verbally and in writing.
- Ability to work well within a team.
- Ability to self-manage and work independently.
- Ability to think critically.
- Excellent problem-solving skills.
- Bilingual or multilingual proficiency in any language (including ASL) preferred.
Physical Requirements:
- Occasional walking.
- Manual dexterity for repetitive work.
- Frequent Sitting for prolonged periods of time.
- Travel: N/A
- Chemicals: N/A
- Ability to lift, push and pull: twenty-five pounds.
- Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
The national pay range for this role is $26-$28/an hour. The pay range may be slightly lower or higher based on the geographic location. The actual pay offered may vary based upon, but not limited to education, skills, experience, proficiency, performance, shift, and location. In addition to base salary, depending on the role, the total compensation package may also include participation in a bonus, commission, or incentive program. Imagine offers benefits including medical, dental, and vision coverage, paid time off, disability insurance, 401(k) with match, life insurance and other voluntary supplemental insurance coverages, plus tuition assistance, caregiver leave, adoption assistance, and employer/partner discounts.
Imagine is an equal opportunity employer and does not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Diversity and Inclusion are not just a checked box, it is a critical part of our commitment to deliver innovative solutions to our clients and provide a great place to work for our entire Imagine family. We are focused on building a diverse and inclusive workforce. If you are excited about this role but do not meet 100% of the qualifications listed above, we encourage you to apply.
#Li-LBH
Salary : $26 - $28
