Desktop Support Technician II

Description:
PC/laptop Deskside | Break/Fix Support | PC Refresh | Smart Hands | non-standard image
Per Federal Law, Marijuana is part of the drug screening process and not permitted even if authorized locally.
What will the primary day-to-day responsibilities entail for this person?

• Be able to account for work using visual task board, Service-now Ticket System, and during regular team stand up meetings.
• Repair, test, image and clean PC s, laptop, monitors, printers, and other related hardware.
• Maintain, analyze, and troubleshoot, software and computer peripherals. Ability to setup, configure and add all hardware.
• Experience with asset management. Install, move, add, and change. Large IMAC events expected for client printer migration and PC refreshes.
• Assure that all tickets requiring follow up work and/or calls receive appropriate attention.
• Assist with installations, configurations, upgrades, patch, and other maintenance actives of server equipment. Perform backup, recovery, and security procedures both planned or during emergency. Follow established procedures to detect, diagnose, and accurately report outage of critical site applications.
• Assist with diagnoses of network hardware and performance problems. Perform approved installation, configuration, and maintenance of physical network. Perform network system administration task both planned or during emergency.
• Comfortable with face-to-face interactions as will be required to provide technical support to end users in-person at the customers site.
• Back up and burn end user data.
• Assist in developing and documenting improvements to current processes. Assist other coworkers in resolution of end users technical issues across the program.
• Assist Site Leader in the execution of established processes and escalations.
• Ability to handle multiple projects.
• Experience working in enterprise environment.

How many overall years of experience should this person have, and do they need any specific certifications?
Candidates should have 3 5 years experience supporting PC Hardware and software. Basic network troubleshooting plus comfortability to act as smart hands for infrastructure issues required. Ideally, they would have experience support an engineering and/or manufacturing enterprise environment.

Top Skills:

• Candidate must have a deep understanding of diagnosing, troubleshooting, replacing PC/laptop hardware internal components (motherboard, hard drives, RAM, CPU), and understanding of troubleshooting PC software (Windows blue-screen, Outlook, connect network printers) as well.
• Working experience or strong understanding of enterprise technologies (Office 365, Win10 Professional, imaging, and ticketing systems. Having experience supporting applications related to engineering, manufacturing, and logistics is a plus
• Candidate must have an understanding or work experience of server and network support within an enterprise to provide Smart hands / feet support.