IT Desktop Tech II
About The Position
The IT Service Desk Tech II is part of the IT Operations team that provides support for Sorenson production systems for the entire company. The IT Service Desk Tech II is primarily responsible for supporting our End User computing environments in our US, International, and work from home locations. Work with the Enterprise Application and Development teams regarding the use of endpoint management tools to support Windows desktops, SIP video and audio endpoints, VPN connectivity, and network connectivity. Support the Security and Engineering teams with software deployments, patching, and compliance. Help company employees and contractors with technical issues related to client systems. Document knowledge for use by other IT staff members. Assist and train IT Service Desk Tech I staff as required.
Requirements
- Ability to install, configure and troubleshoot network devices.
- Ability to install, configure and troubleshoot operating systems and common business applications.
- Demonstrated understanding of desktop/server hardware and operating systems (Windows & Mac).
- Good understanding of TCP/IP based network configuration, VoIP, Active Directory and custom applications.
- Must be detail-oriented and have the ability to manage time and projects.
- Must be able to write and speak in English effectively.
- Work well with co-workers.
- Ability to communicate well with non-technical end users.
- Must be able to keep customers posted as to the progress on their projects and service requests.
- Must have excellent communication and writing skills.
- Must remain positive and professional especially during stressful situations.
- Must have excellent customer service skills and a strong customer focus.
- Experience with basic network troubleshooting.
- Ability to lift objects up to 50lbs in weight.
- Ability to maneuver under desks and in network closets.
- Ability to sometimes use a ladder.
- Positive, professional attitude, team player, good interpersonal communication skills, and able to work across company departments.
Nice To Haves
- Microsoft desktop or other applicable certification preferred.
Responsibilities
- Complete all assigned tasks with some supervision.
- Manage the Service Desk ticket support queue.
- Resolve tickets within defined service levels.
- Communicate with end users related to status changes of their tickets.
- Take responsibility for project-based IT tasks at the Salt Lake site and remote Interpreting Centers.
- Maintain, configure, and support Interpreting Center workstations.
- Support server applications.
- Provide technical assistance to all users in all departments.
- Escalate problems to appropriate department for problem determination and resolution.
- Answer incoming tech support calls, emails, and IM's from customers.
- Ship replacement equipment to sites as needed to maintain equipment functionality.
- Schedule appointments with customers and field personnel to install, replace, remove or upgrade VRI equipment in customer environments.
- Support Sorenson staff and field personnel while on site with customers.
- Maintain database with equipment status, asset tags, location information and other inventory data as required.
- Monitor reports that provide information on the “health” of VRI equipment and proactively reach out to sites for support in preparation for upcoming meetings.
- Maintain necessary warehouse inventory and warehouse organization.
- Participate in an on-call rotation outside of normal business hours.
- Executive Support for Corporate Headquarters.
Benefits
- Paid Vacation Time and Paid Sick Time and Paid Holidays
- 401k 6% match with immediate vesting
- Nationwide Medical Insurance plans and coverage (Medical, Dental/Orthodontia, Vision)
- TeleDoc
- HSA company match
- 3 Medical plan options including a Low Deductible PPO Medical Plan Offering
- Employee Assistance Program
- Engaged Employee Resource Groups
- Outstanding Learning and Career Development Opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
