What level of education or specialized training is required to perform the job?
Graduation from a 4-year college or university with major course work in a discipline related to the requirements of the position is preferred. Will consider the equivalent combination of job experience & education that demonstrates the ability to perform the essential functions of this job.
List any special certifications, licenses, and/or knowledge requirements for this job:
A+ Certification a plus
Experience troubleshooting Microsoft Office Suite issues
Must have Active Directory experience
Some Lotus Notes troubleshooting experience
Microsoft Network Certification a plus
Experience with Dell/HP hardware support
General use of Microsoft applications, wireless connectivity, proprietary applications, blackberry/smart phone, and general networking
Excellent/proven customer service skills
Some travel required. Valid driver’s license and vehicle required
How many years of directly related job experience are required to be qualified to enter the job?
2-4 years of related customer service skills preferred
2+ years of hardware support
The Service Desk Desktop Technician Level II will provide Desktop support functions including visiting the end user area to research and resolve hardware/software/connectivity issues. Tickets are worked from our Service Desk queues and the Desktop Technician II enters/updates tickets in their queue timely and concisely. The Desktop Level II technician is a highly focused IT support professional with extensive experience organizing and directing all aspects of Desktop support and will provide support to internal and external customers in the areas of desktop, laptop and peripheral break-fix while displaying exceptional communication skills and top-notch customer service.
ESSENTIAL JOB FUNCTIONS
Serves as escalation point for Level I Technicians
Troubleshoot and Solve problems related to desktop computers, laptops and different types of computer related hardware.
Manage individual Desktop ticket queue according to ticket SLA’s.
Escalate desktop tickets according to normal Service Desk procedures
Possess excellent communications skills
Manage the deployment of new hardware.
Identity any key areas needing process improvement and recommend changes to Management
Fulfill service requests such as printer maintenance by contacting our service provider and opening a request for service
Maintaining hardware inventory including tracking, securing, receiving, and logging.
Possess extensive Windows XP/7 knowledge
Advanced Networking and troubleshooting skills(familiarity with Patch Panels, Pinging devices, etc)
Desktop and Laptop Break/Fix skills including imaging of devices
Ability to triage quickly and demonstrate the ability to be resourceful
Shows professionalism and ability to perform well in a desktop environment
Desktop support with the ability to administer at an elevated level of administration
Must be able to troubleshoot Citrix issues
Must have extensive smart phone troubleshooting experience (BlackBerry, IPhone, Droid)
May need to answer Support calls if the Help Desk becomes overwhelmed due to major Incident
Extensive hardware and printer support experience
FUNCTIONAL JOB COMPETENCIES
Job Competencies are an additional component to defining a job that addresses how we do things. Just as every job requires specific job skills and job knowledge that are unique to the job, different jobs require specific job competencies that you must have in order to do the job successfully.
Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
Integrity And Trust: Is widely trusted; is seen as a direct, truthful individual; can present the unvarnished truth in an appropriate and helpful manner; keeps confidences; admits mistakes; doesn’t misrepresent him/herself for personal gain.
Composure: Is cool under pressure; does not become defensive or irritated when times are tough; is considered mature; can be counted on to hold thing together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn’t show frustration when resisted or blocked; is a settling influence in a crisis.
Interpersonal Savvy: Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.
Time Management: Uses his/her time effectively and efficiently; values time; concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities.
Decision Quality: Makes good decisions (without considering how much time it takes) based upon a mixture of analysis, wisdom, experience, and judgment; most of his/her solutions and suggestions turn out to be correct and accurate when judged over time; sought out by others for advice and solutions.
Dealing With Ambiguity: Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn’t upset when things are up in the air; doesn’t have to finish things before moving on; can comfortably handle risk and uncertainty.
Written Communications: Is able to write clearly and succinctly in a variety of communication settings and styles; can get messages across that have the desired effect.
Problem Solving: Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn’t stop at the first answers.
Technical Learning: Picks up on technical things quickly; can learn new skills and knowledge; is good at learning new industry, company, product, or technical knowledge; does well in technical courses and seminars.
PHYSICAL REQUIREMENTS/WORKING CONDITIONS
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.
Individuals may need to sit or stand as needed; may require walking, primarily on a level surface, throughout the day; reaching above shoulder heights, below the waist or lifting as required to file documents or store materials; proper lifting techniques required; may include lifting up to 25 pounds for files or paper.
Note any additional physical requirements for the job (e.g. heavy lifting requirements).
General office environment
Regular movement and lifting of both PC CPUs and CRT Monitors
Movement and lifting of Printers
Additional lifting is required for this job – up to 50 lbs
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