IT Support Technician II

Kidder Matthews•Phoenix, AZ

About The Position

The IT Support Technician II provides in-person and remote troubleshooting for hardware and software issues in a corporate environment, supporting real estate professionals. The role provides Tier 2 technical support, resolves issues involving Windows, Office, unified communications software, and industry-specific applications, and assists with Active Directory accounts and computers. Travel to other offices may be necessary to replace or reimage machines or address issues that cannot be resolved remotely. This position has no supervisory responsibilities.

Requirements

Associate degree, A+ certification, and/or equivalent experience.
3–7 years of experience in a desktop support role.
Proficiency supporting Windows 7 and Windows 10.
Proficiency supporting Office 2010, 2013, and 2016.
Proficiency using Active Directory in a support role.
Ability to travel; must have a working, insured car, a valid driver's license, and the ability to be insured through the company's vendor.
Professional, customer-service-oriented approach and ability to interface with employees and management.
Professional telephone etiquette and excellent oral and written communication skills.
Ability to multitask and use resources to complete tasks in a deadline-oriented environment.
Ability to prioritize and organize workload to meet daily, weekly, and monthly deadlines.
Commitment to continuous process improvement and ability to solve problems creatively.
Ability to build relationships, work cross-functionally, and function in a team environment.
Ability to speak, write, and understand English.

Nice To Haves

Familiarity with Office 365.
Familiarity with OSX.
Familiarity with basic networking concepts such as IPv4 and DHCP.

Responsibilities

Provide efficient, high-quality Tier 2 technical support with timely responses and excellent customer service.
Answer, evaluate, and prioritize incoming service requests, voicemail, email, and in-person requests for assistance.
Deploy and troubleshoot PCs, Macs, laptops, printers, phones, and other hardware.
Troubleshoot operating systems, Microsoft Office, browsers, and industry-specific software applications.
Create, disable, and reset Active Directory accounts and passwords, and manage group memberships.
Join or decommission computers on the corporate domain, both in person and remotely.
Troubleshoot ShoreTel VoIP phones and unified communications software.
Check email quarantines, evaluate items, and release them as needed or requested.
Log and update issues in the service desk application within service-level agreements and communicate issue status to end users.
Consult with end users to identify issues and determine suitable solutions.
Implement process improvements and support regional offices remotely where possible.
Partner with Tier 3 team members on complex issues and support Tier 1 team members as requested.
Travel to other offices as necessary.
Add and remove assets from the asset tracking system as needed.
Perform other duties or projects as requested.