Job#: 3032541 Job Description: IT Desktop Support Tech:Reporting to the IT Desktop Manager, the IT Desktop Support Technician II investigates, diagnoses, and resolves most incidents that are not resolved by the Helpdesk Techs and Desktop Tech I. This individual assists the Helpdesk/Desktop I Technicians to solve basic technical problems and investigates more complex issues escalated to him/her. The IT Desktop Support Technician II performs high level local desktop support for onsite personnel as well as remote support using remote control tools. This individual relies on experience and judgment, as well as pre-established processes and procedures to identify, research, and resolve technical issues. The IT Desktop Support Technician II documents, tracks and monitors issues escalated to him/her to ensure a timely resolution. They coordinate with management, IT personnel, and vendors as required to address issues related to existing IT systems and implementations of new IT technologies. This individual will collaborate with peers to discuss and identify solutions, as well as serve as an escalation point to the Service Desk and Desktop Tech I peers.
Essential Job Functions - Performs onsite installation or replacement of various hardware and software components.
- Performs diagnostic testing and analyzes test results in order to resolve the issue.
- Troubleshoot and resolve trouble tickets related to technical difficulties with hardware, software, and the network.
- Triage Tier 2 and Tier 3 trouble tickets.
- Resolves desktop, application, networking and connectivity issues.
- Collaborates with development staff to recreate issues in the test environment.
- Verify with the customer that the issue has been resolved and update the ticketing system.
- Interface with infrastructure, database, and development personnel.
- Communicate the plan, progress, and issues in a timely manner.
- Initiates escalation as appropriate to ensure management awareness
- Follows SOPs and escalation procedures to ensure proper SLAs are met.
- Actively contributes to ongoing process improvement.
- Determines root cause of problems and identifies workarounds or permanent fixes.
- Ensures workarounds and permanent fixes are documented and communicated to Help Desk Specialists.
- Escalates issues to Tier 3 support when the issue exceeds their skill set.
- Serves as Subject Matter Expert (SME) for IT desktop support.
- Writes automated scripts to help streamline various desktop duties and application deployments.
- Actively participates in end user and Service Desk Analyst training by providing materials, conducting training, or attending training in the role of SME.
- Maintains IT equipment and supply inventories to ensure critical parts and supplies are in place to maintain systems with limited downtime.
- Administers, updates, and troubleshoots corporate telephony system as needed with guidance from Telecom team.
- Contributes to documentation and Knowledge Base articles and reviews/updates on regular basis.
- Occasional travel may be required.
- Performs other related duties as assigned.
Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Everforth Apex uses a virtual recruiter as part of the application process. Click for more details.
Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.
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