Technician II, Desktop Support

Description
Job Summary:

The Desktop Support Technician II is responsible for managing escalation issues from the help desk Technicians. This position utilizes in-depth analyses and problem solving in resolving issues related to hardware, software, configuration issues, etc. The Analyst makes decisions in resolving customer problems and implementing solutions.

• Provide second and third tier technical support, such as configuration, installation and troubleshooting of computer hardware and software. Provide support to IT users for all aspects of end-user computing and desktop based software. Provide audio/visual support and operations as needed
• Test and evaluate new hardware and software for project and non-project related request and provide cost-effective and long and short term solutions to the request
• Become the SME in hardware solutions for various projects assigned
• Supports CL & PL mobile devices and the deployment of MDM as directed by company policy
• Performs diagnosis, preventive maintenance and networking troubleshooting
• Provide desktop imaging. Performs installation, configuration, maintenance and support of printers. Performs installation, configuration, maintenance and support of audio visual equipment
• Responds to incidents concerning computer and related hardware operation and applies troubleshooting principles and techniques to diagnose hardware, software and operator problems
• Provide updates, status and completion information to supervisor and users via voicemail, email or in person. Updates problem call tracking system. Performs troubleshooting of connectivity problems such as LAN connections, WiFi, Bluetooth, air cards, VPN connections and serial communications
• Assists in maintaining assets. Serves as a technical resource on project teams
• Participate in the team On-Call rotation 24X7
• Assist in managing vendor relationships and holding them accountable to set SLAs
• Ability to work independently on projects, tasks, or system outages and see through to resolution
• Serves as escalation point for Technician, Support position. Provides in-depth analysis and problem solving to resolve questions and issues the Technician cannot address
• Documents all issue resolutions for trending and training purposes
• Responsible for diagnosing improvement opportunities and recommending solutions for implementation to enhance service
• Maintain Service Level Agreements (SLA’s) with various business partners
• Collaborates with customers across all Estes’ locations on timeliness of problem resolution, training as needed and disposition of issue(s)
• Regular attendance is required.
• This is not an all-inclusive list of job requirements and/or duties and may not contain all mental and physical capabilities necessary to perform the job at all times due to circumstances. Operational, safety and other needs may require the employee to perform any and all other duties as assigned. Employees are expected, and must be able to perform all such duties and tasks.

Qualifications:

• College degree in computer science with course work in network management, information systems, business, or any combination of education and experience, which would provide an equivalent background
• Minimum of 3 years of technical experience in a help desk environment
• Must have a minimum of 3 years of PC troubleshooting experience on computers running Microsoft Windows operating systems. Proficiency with MS Office highly preferred
• Strong customer facing experience required
• Ability to conduct analyses, identify problems and implement resolutions to increase customer satisfaction
• Ability to deal with conflict effectively and maintain positive customer relationships
• Possess excellent verbal, reading, writing, and comprehension skills
• Knowledgeable of computers systems and of basic networking systems
• Experienced in Microsoft networking and file sharing
• Must be available for On-Call status as required
• Must be able to lift approximately 20 lbs., or more if required by the essential functions of the job
• Must be able to comply with all company policies, rules, procedures and Code of Conduct
• Must be able to interact well with others
• Must be able to work independently, or in a team setting
• Must be capable of working under tight time constraints in a high volume environment with multiple priorities
• Responds well to questions; Ability to read, interpret and comply with written information and documents such as safety rules, operations / procedure manuals and maintenance instructions with a high comprehension and concentration level to include the ability to meet deadlines
• Must pass a pre-employment drug screen, random drug and/or alcohol tests, and will be subject to a criminal history background check
• Must be authorized to work in the United States

Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. The employee is frequently required to sit and use hands to finger, handle, or feel or operate computers and other standard office equipment. The employee is occasionally required to stand, walk, lift, twist, turn and reach with hands and arms. The employee must be capable of lifting a minimum of 20 lbs., or more if required by the essential functions of the job.

Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment ranges from quiet to loud as required by the essential functions of the job.