IT Field Support Technician II
About The Position
The IT Field Support Technician II provides tier I and escalated technical support to Logix users experiencing issues with computers, software applications, or other equipment. Support is provided through multiple communication channels, and the technician handles more complex service requests while helping employees answer inquiries, identify technical requirements, and locate information. The role supports a hybrid schedule and requires travel to branch offices for onsite support and troubleshooting. The technician must be able to work varying schedules, including Saturdays and occasional overtime.
Requirements
- Two to four years of experience supporting a Windows OS and MS Office environment.
- Working knowledge of networking and Active Directory.
- Strong knowledge of hardware and software troubleshooting.
- Excellent written and oral communication skills.
- Excellent customer service skills and the ability to work with employees at all levels.
- Aptitude and willingness to learn and support new systems and applications.
- Strong desire to learn and ability to follow policies and procedures.
- Ability to work well with minimal supervision.
- Ability to use existing tools and processes to solve assigned tasks and issues.
Nice To Haves
- Bachelor's degree from a four-year college or university and/or applicable industry certifications.
- Knowledge of the ITIL V4 framework.
- Experience working with Dell client computers.
- Experience with the ServiceNow ticket management system.
Responsibilities
- Provide personal, professional, and proactive customer service to Logix users by phone, email, instant messaging, or in person.
- Communicate effectively with internal customers, IT personnel, and management.
- Install, update, maintain, troubleshoot, and repair desktop and laptop computers and peripheral equipment, including printers, scanners, and application-specific hardware and software.
- Perform advanced administration and troubleshooting of Windows OS, MS Office 2016, O365 Suite, and other supported applications.
- Document solutions, procedures, and other appropriate information in the knowledge base system.
- Work collaboratively with the team to promote its technical knowledge and effectiveness.
- Keep the manager, assistant manager, and IT team informed of system issues affecting multiple users across the credit union.
- Update user accounts in Active Directory, Exchange, Symitar, and other systems, including creating, enabling, disabling, modifying names, unlocking accounts, and resetting passwords.
- Record clear and concise descriptions of user issues and requests in Service Desk tickets.
- Organize tasks and resources and prioritize Service Desk incidents and requests.
- Research and recommend software products or operational processes to improve technical support and end-user productivity.
- Prepare and submit vendor warranty claims, parts, and documentation related to warranty repairs.
- Provide technical implementation support for project initiatives.
- Travel to branch offices to provide onsite support and troubleshooting.
- Work varying schedules, including Saturdays and occasional overtime, to support organizational goals.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
