What are the responsibilities and job description for the User Support Technician II position at Village Associates LLC?
Job Description:
The User Support Technician II will be responsible for ensuring proper computer support for end users to accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user requests and escalating incidents when necessary.
Responsibilities include:
- Managing incoming support requests via phone, in-person, remote support, etc.
- Logging incidents, diagnosing, investigating, and fixing or escalating incidents while keeping users informed.
- Implementing, installing, maintaining, troubleshooting, and repairing computer hardware and software.
- Providing level 1 and 2 technical support to users via phone, email, remote access, or in person within designated SLAs.
- Diagnosing and resolving IT-related issues, documenting relevant findings in the knowledge base system.
- Driving issued tickets to resolution, including contacting external support when needed for escalated issues.
- Deploying new Operating Systems, formatting, installing, and re-imaging Windows-based operating systems.
- Troubleshooting and maintaining HP, Brady, Dymo, and Zebra printers.
- Maintaining Active Directory user accounts and promoting IT best practices.
- Maintaining inventory of all IT assets, including hardware and software.
- Monitoring incoming system events/alarms and creating new triggers as needed.
- Configuring hardware devices/peripherals, system/service settings, file storage, etc.
- Providing user accounts, passwords, and access as requested.
- Maintaining end-user installation and configuration procedures, documentation, and training information.
- Maintaining working knowledge of remote connectivity software.
- Training end users on OS and MS Office suite-related topics.
- Providing input and assisting in testing and selection of future technologies and devices.
- Applying software patches and upgrades.
Requirements:
- A college degree in computer science is preferred, or equivalent work experience is required.
- 3-5 years of experience in Windows desktop support, customer tech support, and/or help desks.
- At least one of the following certifications is required, more than one is preferred: CompTIA, Microsoft, or Cisco Certification.
Working Environment:
This position requires an office setting with occasional travel between locations.
