Desktop Technician II (AK on-site)

GCI Careers•Anchorage, AK

2d•Onsite

About The Position

GCI's Desktop Technician II will be responsible for providing local and remote company employees and contractors with technical support for their desktop hardware, software, and operating system requests and issues. Design, develop, test, and implement IT solutions that benefit company business improving processes, applications, and utilities, while providing local and remote employees and contractors with technical support for desktop hardware, software, and operating system issues following documented established procedures. This is a mid-level position within the IT desktop career path. Must have a strong understanding of telecommunications, provide employees and contractors with technical assistance with computer hardware, software, and Operating System configurations and issues. Working under moderate supervision will execute basic to moderate troubleshooting, analyzing and resolution for computer hardware and software support issues and provide technical assistance in person, remotely following unified communications methods. Evaluate, install, configure, and test new hardware, software, and operating systems for internal employees and external contracting end-users. Troubleshoot and resolve basic and complex (standard and non-standard) hardware and software support issues to include Virus/Spyware/Malware clean-up and remediation. Experience with Apple OS and iOS app support, upgrades, and general troubleshooting. Assisting with the JAMF environment to include installations, configurations, and recovery solutions. Create and maintain current Desktop Services SOPs (Standard Operation Procedures), and regularly update any changes through the Knowledge Support Center using enterprise knowledge article repositories. Utilize advanced diagnostic tools to troubleshoot and resolve issues with Apple and PC computers, mobile devices, network connections, point of sale systems, printers, and IP phones to include the Quest KACE Administrative console, JAMF Apple Administrative console, and the Carbon Black Administrative console. Image and deploy desktops, laptops, and mobile devices as needed for new hires, local and remote repair situations, projects, and upgrades. Coordinate retail store upgrades and replacements. Repair computing hardware and document devices, i.e., HP printers and Dell computers, down to a field replaceable unit. Update status and/or resolve Tier II support tickets according to priority in Cherwell and JIRA ticketing systems, documenting root cause and detailing resolution as work is performed. Provide Tier I Desktop Technicians, Service Desk staff, and customers with formal and informal training on computer applications and hardware best practices to enhance efficiency and effectiveness.

Requirements

High School diploma or equivalent.
Minimum four (4) years of experience in technical customer support, desktop users with hardware and/or software applications.
Proficient computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel) to complete job duties effectively, such as using the company intranet and to accurately retrieve and input information into database or equivalent.
Installation and configuration of recent and current Windows OSs, Mac iOs, Intel-based desktop, laptops, and mobile devices, IP-based wired and wireless networks, MS Office Applications, ticketing applications, and Point-of-Sale systems.
Apple OS and iOS app support, upgrades, and general troubleshooting.
Utilizing JAMF environment to include installations, configurations, and recovery solutions.
Software and hardware deployment tools required for developing and deploying images in an enterprise-wide environment.
Setup and configure local and network-attached devices.
Knowledge of industry standards for network wiring, wireless networks, and installation and maintenance procedures of computer systems’ hardware and software.
Knowledge of remote access tools such as Beyond Trust Remote Support/Bomgar used to remediate and coordinate remote computer issues and software installs.

Nice To Haves

Associate degree in information technology/Systems, Computer Science, Communications, electronics, telecommunications or related.
Telecommunications experience.
CompTIA A+, CompTIA Network+, or CompTIA Security+
ITIL Foundations/ /MCP/MCDST/HDI-DST
Other telecom industry or job specific certifications.
Knowledge of MAC product installations, configurations, and recovery solutions.
Experience with JAMF administration and scripting.
Knowledge of ITIL and Lean Agile methodology, and release and change management processes.
Understanding and ability to deploy devices using various connectivity topologies including Infrared, Bluetooth, and 802. xx.
Ability to mentor Desktop Technician I peer group and Service Desk team, providing direction and Desktop Services best practices to contract staff as directed.

Responsibilities

Design, develop, test, and implement IT solutions that benefit company business improving processes, applications, and utilities, while providing local and remote employees and contractors with technical support for desktop hardware, software, and operating system issues following documented established procedures.
Evaluate, install, configure, and test new hardware, software, and operating systems for internal employees and external contracting end-users.
Troubleshoot and resolve basic and complex (standard and non-standard) hardware and software support issues to include Virus/Spyware/Malware clean-up and remediation.
Create and maintain current Desktop Services SOPs (Standard Operation Procedures), and regularly update any changes through the Knowledge Support Center using enterprise knowledge article repositories.
Utilize advanced diagnostic tools to troubleshoot and resolve issues with Apple and PC computers, mobile devices, network connections, point of sale systems, printers, and IP phones to include the Quest KACE Administrative console, JAMF Apple Administrative console, and the Carbon Black Administrative console.
Image and deploy desktops, laptops, and mobile devices as needed for new hires, local and remote repair situations, projects, and upgrades.
Coordinate retail store upgrades and replacements.
Repair computing hardware and document devices, i.e., HP printers and Dell computers, down to a field replaceable unit.
Update status and/or resolve Tier II support tickets according to priority in Cherwell and JIRA ticketing systems, documenting root cause and detailing resolution as work is performed.
Provide Tier I Desktop Technicians, Service Desk staff, and customers with formal and informal training on computer applications and hardware best practices to enhance efficiency and effectiveness.