Level 2 IT Support Technican

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Hourly Bi-Weekly Full Time Indirect Holland, MI, US

4 days ago Requisition

Position Summary: The Level 2 IT Support Technician is part of the support desk team and assists end users with desktop hardware and software challenges and questions. Also assists other IT staff with infrastructure or application support tickets as appropriate.

Job Family: Staff

Action Oriented – Take on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. For example, identifies what needs to be done and acts quickly. Shows optimism and enthusiasm that affects others positively. Works independently but knows when to ask for help.

Collaborates – Builds partnerships and works collaboratively with others to meet shared objectives. For example, finds many ways to add value to the team; probes to draw out richer input from others; is a valued resource who goes out of the way to help others.

Decision Quality – Makes good and timely decisions that keep the organization moving forward. For example, knows when to act independently and when to escalate issues. Integrates various inputs, decision criteria, and trade-offs to make effective decisions. Typically makes good independent decisions.

Self-Development – Actively seeks new ways to grow and be challenged using both formal and informal development channels. For example, takes advantage of available opportunities to update knowledge, skills, and abilities and to apply them on the job. Seeks guidance concerning opportunities and resources for continuous learning and development.

• Works with ADAC users to provide the highest-level service, communication and technical support.
• Trusted technical resource for troubleshooting, diagnosing and repair of issues with corporate desktop, ADAC mobile phones, printers, other PC peripherals, and AV conference room equipment.
• Effectively communicates both in writing and verbally to team and user on the status of tickets.
• Provide proper documentation and training of users on new hardware and software where pertinent.
• Assists infrastructure and applications IT staff in troubleshooting other support issues like networking, servers, internet, and email, and other corporate applications.
• Perform preventative maintenance when required on desktop equipment and printers.
• Perform user access maintenance in Active Directory and other business systems.
• Train users on basic desktop hardware use, and ADAC corporate software applications.
• Provide proper documentation of support activities.
• Assists System Admins with creation and maintenance of workstation images.
• Completes necessary tasks to complete IT related activities with employee on-boarding and terminations processes.

Specific direction. Plan and arrange own work. Accomplish assigned objectives. Use a wide range of procedures. Refer only unusual off-standard conditions to supervisor.

None

• An associate’s degree or equivalent experience is preferred.
• 2-4 years of experience in information technology, and/or IT support desk.

• Familiar with a variety of field system and procedures.

• X Complex Problem Solving
• X Coordination
• X Critical Thinking
• X Equipment Maintenance
• X Equipment Selection
• X Instructing
• X Judgement and Decision Making
• X Learning Strategies
• Management of Financial Resources
• Management of Material Resources
• Management of Personnel Resources
• Mathematics
• Monitoring
• Negotiation
• Operation and Control
• Operation Monitoring
• Operations Analysis
• Programming
• X Quality Control Analysis
• Science
• Service Orientation
• X Speaking
• Systems Analysis
• Systems Evaluation
• Time Management
• X Troubleshooting
• Writing