Service Desk Technician Tier II
About The Position
The Service Desk II role requires a combination of superior customer service skills and technical aptitude. You will be responsible for providing Level II technical support for desktop, laptop, phone, mobile device, hardware, software, printers, peripherals, and other break/fix services. As an operational lead you will have direct involvement with supporting all technology aspects of our regional decorating and warehouse facilities. Ability to respond to incidents and service requests primarily in person, by telephone, or remote access. Provide timely resolution of incidents and escalations on behalf of end users, customers, and appropriate technical staff.
Requirements
- Self-motivated achiever who gains satisfaction from providing excellent customer service
- High degree of initiative, mature judgment, and discretion
- Consistently seeks to develop self and skills needed to be prepared for future opportunities
- Proven track record of handling tasks single handedly
- Professional, teachable, willing to learn and open minded
- Experience in maintaining troubleshooting a wide variety of systems and networks to include high volume/high availability systems.
- Strong knowledge of various technologies and practices including Microsoft Windows, Microsoft Office, Remote Desktop support, and basic LAN/WAN concepts
- 5+ years of desktop support, customer support and/or helpdesk experience
- 5+ years of experience with Microsoft Operating Systems in a support role
- 5+ years of hands-on experience with end-user support processes for workstations, servers, mobile devices, and peripherals
- Adeptness with Microsoft Office 365 and productivity applications
- Demonstrated knowledge in Microsoft server configuration and administration including Active Directory and GPOs
Nice To Haves
- Technical certifications such as CompTIA A+, N+, MCP, MCSA, CCNA
- Experience supporting Zebra 4XX printers, Honeywell and Datalogic RF handheld scanners a plus
- ITIL Service Management experience
Responsibilities
- Process Level I and Level II incidents and service requests
- Provide leadership and guidance to Level I support analysts
- Monitor respective queues and handle tickets to ensure incidents and service requests are addressed in a timely manner
- Maintain situational awareness to identify and report issues that are not in compliance with established policy or that pose a threat to the effectiveness or integrity of the IT environment
- Detailed communication with end users as required to keep all parties informed of issues, progress, changes, and resolutions
- Monitor network and systems alerts and respond accordingly
- Coordinate activities with Service Desk, Infrastructure and Procurement
- Maintain commitment to continuous process improvement
- Willingness to be available for after-hours support and able to work extended hours when necessary
- All other IT tasks as assigned
Benefits
- Comprehensive Health Care Benefits
- HSA Employer Contribution/ FSA Opportunities
- Wellbeing Program
- 401(k) plan with company matching
- Company paid Life, AD&D, and Short-Term Disability
- Generous My Time Off & Paid Holidays
- Varsity Brands Ownership Program
- Employee Resource Groups
- St. Jude Partnership & Volunteer Opportunities
- Employee Perks including discounts on personal apparel and equipment!
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
