IT Service Desk Technician II

Baker Electric•Escondido, CA

1d•Hybrid

About The Position

The IT Service Desk Technician II is responsible for supporting the day-to-day responsibilities of the IT Department. The IT Service Desk Technician II responds to requests from internal users, as well as escalated requests, about technology issues and applies knowledge and expertise to resolve issues or respond to requests.

Requirements

3 - 5 years of helpdesk/desktop support experience
Office 365 admin experience
3 - 5 years’ experience in a Microsoft domain environment
Strong experience using Service Desk Tools
Strong verbal, written and interpersonal communication skills
Proven aptitude for learning new technology and interest in helping others.
Knowledge of Microsoft networked environment, including MS Windows server 2008, & 2012, Office 365, Windows 10.
Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations.
Ability to troubleshoot mobile devices, tablets, laptops, computers, etc.
Ability to work in an independent work environment and be able to pivot from task to task.
Confident creating users and groups in both ADUC and O365.
Confident troubleshooting Windows 10 and using Windows 10 tools to diagnose issues.
Proven troubleshooting skills in an enterprise environment.

Nice To Haves

Learning process and procedures - ServiceNow ticketing system, Onboarding, Exiting, and inventory
Able to navigate and use Intune, Azure, and O365 admin portal.
Able to navigate Verizon and AT&T admin portals.
Understand the different departments needs in the organization.
Exudes confidence in the process and procedures listed above, beginning to take further action.

Responsibilities

Provide Tier II support for any information technology issues and problems.
Act as an escalation point of contact for advanced or difficult request.
Use tools and diagnostics utilities to aid in troubleshooting.
Build and deploy laptops, cell phones, and tablets.
Follow checklist for procedures to ensure quality.
Support all Baker employees both in office and out in the field / jobsites.
Test fixes to ensure an incident has been adequately resolved.
Provide assistance remotely by phone, email, in-person and using a ticket management system.
Track issues and update the internal knowledgebase with issue resolution details.
Track user account creation, changes, and deletions.
Perform password resets.
Support computers, laptops, tablets, smart phones, and applications.
Monitor and escalate alerts from monitoring/antivirus systems.
Monitor backup system alerts and escalate errors.
Maintain user accounts including rights, permissions, and systems groups.
Manage critical incidents.
Quickly and accurately determine incident scope and impact.
Follow up on tickets at pre-defined intervals until resolved.
Write training manuals and train users.
Walk customers through problem-solving process.
Install, modify, and repair computer hardware and software.
Set up equipment for new employee desk space.
Other duties as assigned by manager.