IT Desktop Support Tech II

Reporting to the IT Desktop Manager, the IT Desktop Support Technician II investigates, diagnoses, and resolves most incidents that are not resolved by the Helpdesk Techs and Desktop Tech I. This individual assists the Helpdesk/Desktop I Technicians to solve basic technical problems and investigates more complex issues escalated to him/her. The IT Desktop Support Technician II performs high level local desktop support for onsite personnel as well as remote support using remote control tools. This individual relies on experience and judgment, as well as pre-established processes and procedures to identify, research, and resolve technical issues. The IT Desktop Support Technician II documents, tracks and monitors issues escalated to him/her to ensure a timely resolution. They coordinate with management, IT personnel, and vendors as required to address issues related to existing IT systems and implementations of new IT technologies. This individual will collaborate with peers to discuss and identify solutions, as well as serve as an escalation point to the Service Desk and Desktop Tech I peers.

Essential Job Functions

• Performs onsite installation or replacement of various hardware and software components.

• Performs diagnostic testing and analyzes test results in order to resolve the issue.

• Troubleshoot and resolve trouble tickets related to technical difficulties with hardware, software, and the network.

• Triage Tier 2 and Tier 3 trouble tickets.

• Resolves desktop, application, networking and connectivity issues.

• Collaborates with development staff to recreate issues in the test environment.

• Verify with the customer that the issue has been resolved and update the ticketing system.

• Interface with infrastructure, database, and development personnel.

• Communicate the plan, progress, and issues in a timely manner.

• Initiates escalation as appropriate to ensure management awareness

• Follows SOPs and escalation procedures to ensure proper SLAs are met.

• Actively contributes to ongoing process improvement.

• Determines root cause of problems and identifies workarounds or permanent fixes.

• Ensures workarounds and permanent fixes are documented and communicated to Help Desk Specialists.

• Escalates issues to Tier 3 support when the issue exceeds their skill set.

• Serves as Subject Matter Expert (SME) for IT desktop support.

• Writes automated scripts to help streamline various desktop duties and application deployments.

• Actively participates in end user and Service Desk Analyst training by providing materials, conducting training, or attending training in the role of SME.

• Maintains IT equipment and supply inventories to ensure critical parts and supplies are in place to maintain systems with limited downtime.

• Administers, updates, and troubleshoots corporate telephony system as needed with guidance from Telecom team.

• Contributes to documentation and Knowledge Base articles and reviews/updates on regular basis.

• Occasional travel may be required.

• Performs other related duties as assigned.

Education

• Associate degree or higher in computer science desired, or related certifications/experience in the field.

Required Experience

• 5+ years of experience in an IT Desktop Support Tier II or Tech Support Tier II position, or equivalent role/experience

• Experience in a manufacturing or gaming environment a plus.

• PC/Mac Imaging experience is required (SCCM, Tanium, PXE, JamF or similar technologies)

Knowledge, Skills, & Abilities:

• Demonstrated experience installing and supporting PCs, laptops, printers, and telecommunication equipment.

• Demonstrated experience installing and supporting MacOS, Windows 10/11, MS Office/O365 applications, and other desktop related applications.

• Knowledge of Oracle EBS systems and applications.

• Knowledge of network and server administration and troubleshooting a plus.

• Knowledge of IT technologies such as VMWare and Parallels.

• Knowledge of cloud technologies (Azure VDIs)

• Knowledge of security tools, A/V software, Encryption technologies, DLP technologies

• Knowledge of various remote desktop software for remote troubleshooting (RDP, BeyondTrust, TeamViewer, etc).

• Outstanding customer service skills.

• Proven ability to keep up to date with the latest IT technologies.

• Well-developed communication skills - oral, written, and listening.

• Must have excellent interpersonal and motivation skills.

• Ability to work independently and in a dynamic environment.

• Strong organizational skills and ability to prioritize

• Ability to complete multiple simultaneous projects in a timely manner.

Physical Requirements:

• This position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

• The employee will be occasionally required to bend, stoop, kneel, crouch, crawl (e.g. standing, walking, climbing, pushing, pulling, lifting etc.) This includes sitting for long periods of time.

• Transporting of light to moderately heavy objects. Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools and to handle other computer peripherals.

• The employee may be occasionally tasked to lift and move a minimum of 10 pounds up to 50 pounds of equipment.

Work Conditions:

The physical demands and work environment characteristics 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.