Desktop Support Technician II – Executive Support

Desktop Support Technician II – Executive Support

Requirements

• This position requires a high school diploma or GED.
• Must have a minimum of 2 years of experience supporting customers as a desktop support technician or related IT experience.
• 2 years’ of experience performing first level troubleshooting of WAN/LAN, VPN connections, and desktops.
• Minimum 1 year experience with Microsoft Active Directory and user account administration
• Knowledge of Telephony infrastructure and administration is necessary.
• Proficiency with Windows 10 Operating Systems, Microsoft Exchange Administration tools, Microsoft Office Suite applications, software installations.
• Knowledgeable in Microsoft Network Infrastructure and Architecture layout is necessary.
• Must demonstrate strong attention to detail.
• Ability to identify problems, review information to develop and evaluate options is essential.
• This position requires good communication, interpersonal and customer service skills, including attentive and active listening to identify and address customer needs.
• Ability to build and maintain strong professional relationships is necessary.
• The ability to work efficiently and accurately under pressure, meet deadlines, present a professional demeanor and work well independently is essential.
• Must possess strong organization skills, including the ability to multi-task and manage multiple projects to meet various deadlines in a fast-paced environment.
• Customer service skills including the ability to manage and respond to different customer situations while maintaining a positive and friendly attitude is essential.
• In addition, troubleshooting, organizational and problem-solving skills with a can-do attitude and the ability to adjust to changing requirements are essential.
• Must be US Citizen or US National only.

Responsibilities

• Identifies, researches and resolves level two issues with deeper technical knowledge.
• Provides two factor token support
• Provides iPhone and MiFi support
• Participates in the technology portion of the employee/contractor onboard process.
• Works efficiently utilizing a ticketing system that must be kept current with full disposition details.
• Performs administration and maintenance of Active Directory users and groups.
• Assists in the installation and maintenance of workstation and printer infrastructure solutions in support of user environments.
• Responds to information security events related to add/change/deletes and other user privilege changes.
• Troubleshoots End User Compute devices for external connectivity to the internet to corporate or production network
• Tracks, monitors and coordinates with other IT areas to ensure timely resolution to problems.
• Provides on-call after hour support for user issues.
• Communicates courteously and effectively with end users in problem resolution process.
• Creates documentation process and procedures for use by other IT organizations.
• Supports the company’s commitment to risk management and protecting the integrity and confidentiality of systems and data.
• Stays current on the latest industry technologies, trends and strategies.
• Completes work in a timely and accurate manner while providing exceptional customer service.

Preferred Qualifications

No preferred qualifications provided.