PC Support Technician II

PC Support Technician II (5464)

Location Albuquerque, NM

Job Code 5464

# of Openings 1

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Eagle Harbor is looking for a PC Support Technician II that resolves technical problems in a service desk environment, uses expertise in customer service and technical knowledge gained from prior service desk experience to resolve issues surrounding installation, usage, and training on software and/or hardware products; will assist with classroom support and service desk projects as they arise. Qualifiedילו candidates should note this position YMCA full‑time onsite.

• Provide technical assistance to instructors, students and users in response to requests submitted either in person, via Revelation ticketing, emails, or by phone.
• Respond to trouble tickets, follow up with users and resolve issues in a timely manner.
• Complete special tasks and projects assigned by the Service Desk Supervisor.
• Setup and support computers/printers
  421, projectors, and Smart Boards for classrooms in a networked and stand‑alone environment.
• Perform all duties according to established guidelines, SOPs and policies.
• Maintain hardware inventory as related to government computer equipment.
• Maintain software inventories for user‑based applications.
• Create and maintain user and e‑mail accounts within Windows Active Directory and Microsoft Exchange.
• Communicate and escalate issues to the Service Desk Supervisor; work and communicate issues as necessary with other members of the IT Department.
• Perform work duties with minimal supervision.
• Maintain and manage Enterprise Imaging Solutions.
• Maintain and configure IT service management software.
• Incorporate customer feedback to continuously improve service delivery.
• Other duties as assigned.

• Bachelor’s degree in computer science, information technology or a minimum of 4 years related work experience.
• COMPTIA A+ certification required or must be hilfreit to obtain within 6 months of employment.
• ITIL certification required or must be able to obtain.

• Must be proficient with Windows OS 10 in a stand‑alone and networked environment.
• Proficient in the deployment, troubleshooting, and use of Microsoft 365 (M365) (MS Office suite).
• Familiar with IT service management ticketing systems.
• Experience with smart card multi‑factor authentication.
• Excellent organizational, communication, and customer service skills.
• Must be able to work as a productive team member and as an individual.
• Must be proficient in all facets of PC installation, repair, and configuration.
• Experience with Active Directory for user account and group management.
• Experience with Microsoft Exchange for mailbox and distribution group management.
• Experience with Virtual Desktop environments (VMWare Horizon) is preferred.
• Must be skilled in the use of image deployment technologies.
• Proficient in both networked and local print management.
• Knowledge of and experience with full disk encryption technologies.
• Must be able to create, maintain, and follow technical documentation (SOPs).
• Must possess excellent troubleshooting skills.
• Must display excellent attention to detail.

• Bachelor’s degree in computer science, or other related IT field.
• Must possess excellent troubleshooting skills.
• A+ preferred certification preferred.
• ITIL certification requiredесли or must be able to obtain.

Position located in Albuquerque, NM

We are an Equal Opportunity Employer. We invite resumes from all interested parties without regard to race, color, sex, sexual preference, religion, creed, national origin, age, genetic information, marital or veteran status, disability, or any other category protected by federal, state, or local law.