Service Desk Technician II

ECRI•Whitemarsh Township, PA

7d•$55,672 - $62,353•Hybrid

About The Position

The Service Desk Technician II at ECRI assists in daily maintenance and troubleshooting of laptops, desktops, and printers, both remotely and in rotational assignments at corporate facilities in Plymouth Meeting, PA. The position is responsible for deploying software updates in coordination with the Network and Server Operations team. You will also provide as-needed end user training and support in Microsoft 365, corporate applications, remote connectivity as well as performing the essential functions outlined below. Service Desk Technicians must live within driving distance of ECRI’s headquarters in Plymouth Meeting, Pennsylvania.

Requirements

Ability to communicate effectively, learn from others, and adopt standards.
Provide customer service support for internal and external users.
On time delivery of tasks and projects.
Professional development: Take relevant online education courses recommended by manager to grow your knowledge base.
Proficient with Microsoft Office 365 Suite of products (e.g., Word, Excel, and PowerPoint), Microsoft 10, macOS, and basic networking.

Nice To Haves

Associate/Bachelor’s degree is preferred but not required, on the job experience can be considered as equivalent education.
Microsoft Certifications are not required, but preferred.

Responsibilities

Resolve advanced laptop/desktop, software, and network support requests for employees and guests.
Work with the Infrastructure Operations team to create OS images on current and new end user hardware.
Debug and manage scripts to automate deployments, installations, and updates.
Package and deploy OS upgrades, ECRI Software, and application updates utilizing Microsoft SCCM and Intune.
Work from Service Desk ticketing system to document and resolve end user issues. Manage escalated tickets to assist with resolution and root cause analysis.
Manage user accounts and organizational units (OU) in Active Directory.
Manage and troubleshoot group polices for workstations and users.
Run and maintain system compliance reporting for Windows updates.
Run and maintain desktop backups and file synchronization.
Assist in design and creation of Microsoft Power Apps.
Set up and configure printer installations in ECRI-managed facilities.
Manage end point and data migrations to new hardware.
Update hardware and software inventory as necessary to meet best practices.
Manage small projects and report weekly/monthly updates to management.
Support routine telephone, fax, & voicemail operations and troubleshooting.
Assist in development and conduct in-house training for applications used at ECRI.
Perform routine end-user software installations for specialized corporate applications.
Be available for rotational on-call responsibilities supporting internal and external clients.
Provide routine technical support at ECRI’s domestic US facilities.
Other duties, as assigned
Ability to communicate effectively, learn from others, and adopt standards.
Provide customer service support for internal and external users.
On time delivery of tasks and projects.
Professional development: Take relevant online education courses recommended by manager to grow your knowledge base.

Benefits

Comprehensive healthcare benefits: We offer medical, dental, vision, life insurance, accidental death and dismemberment, and disability coverage.
Retirement Savings: Our employees can participate in an employer-matching 403(b) Retirement Savings Plan.
Additional benefits: ECRI offers additional benefits to our employees, including paid time off and holiday pay, paid leave for parents, tuition assistance, employee assistance program, access to LinkedIn Learning, and other voluntary benefit programs (e.g. accident insurance, identify theft insurance, flexible spending accounts).
Volunteer Program: ECRI Cares, our employee volunteer program, provides a framework for us to work together and make a difference in the lives of others. All employees are provided 16 hours annually of paid time to volunteer at preapproved ECRI Cares charities during normal business hours.

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