IT Support Technician II

Job Title: IT Support Technician Level II
Location: Harrisburg, PA

Type: Direct Hire
Hours: Monday through Friday. 8-hour shift - hours of work may vary according to business needs. On-Call rotation

IT Support Technician Overview:
The IT Support Technician Level II is the primary point of contact for all technology related support requests for the organization. The role requires a strong customer service mindset and is responsible for demonstrating professional, educational, and efficient technical support while assisting employees.

IT Support Technician Responsibilities:

• Provide effective first and second level IT support information to non-technical customers
• Track all IT incidents and requests within the IT Service Management Platform
• Demonstrate reliable organizational, communication, and interpersonal skills
• Meet or exceed established IT Support SLAs and KPIs on IT incidents, requests, and project assignments
• Install, configure, and test hardware and software on new or existing devices, in accordance with standard procedures
• Spearhead maintenance, implementation, and troubleshooting initiates on IT hardware and software
• Train technicians on new hire onboarding and training as it relates to user IT hardware and software
• Audit the provisioning of accounts and support change requests in core IT software life: Active Directory, Office 365 Admin Center, Microsoft Azure, and MDM systems
• Document daily processes, procedures, and technical issues to build the IT Knowledgebase and technician training guides
• Analyze and research solutions to complex incidents for resolution prior to escalation
• Escalate significantly complex problems to the appropriate IT supervisor or lead to assist in providing a solution
• Assist in the management and configuration of endpoint security protocols and mitigations
• Assist with the lifecycle refresh and replacement efforts for IT assets and manage proper disposal
• Ability to work with limited supervision beyond first 90 days
• Perform other duties as assigned

IT Support Technician Education, Experience, and Skill(s) Requirements:

• 5+ years of experience within Information Technology
• 5+ years in an IT Support position
• Proactive, top-notch problem solving, troubleshooting, and analytical skills
• Highly skilled in time, priority, and task management
• High level of emotional intelligence and operational leadership skills
• Excellent written and verbal communication skills, interpersonal skills to interact with end users and team members
• Strong background in Active Directory, Group Policy, Microsoft Windows operating systems, Microsoft 365 Applications
• Background in TCP/IP networking, computer hardware and peripherals
• Experience with Android and iOS based cell phones and tablets
• Understanding of basic cybersecurity and endpoint security best practice
• Ability to adhere and create defined processes and procedures and suggest improvements
• Experience working with and configuring Service Desk ticketing systems
• Ability to balance multiple time-sensitive priorities and meet deadlines in a fast-paced, quickly changing environment
• Understanding of Microsoft SharePoint, Cloud Storage, Mobile Device Management, and ITIL Service Management Platforms
• ITIL v4 Foundation Certification or equivalent experience
• CompTIA A+ Certification of equivalent experience
• Experience with Problem and Asset Management
• Windows Server and VMWare Experience
• Bachelor of Science in Information Technology or equivalent work and education related experience

Ref: #706-IT York