Technician II, IT Support

Salary Range $33.00 - $34.00/hour. Financial compensation packages may be higher or lower than what is listed, and will ultimately depend on factors including relevant experience, internal equity, skillset, knowledge, geography, education, business needs and market demand.

Responsible for supporting associates with setting up new workstations and peripherals, processing new hires, role transfers or separation requests and following procedures then documenting tasks appropriately. Provide quality and timely technical support for all onsite and remote end- users focusing on excellent customer service. Maintain proper hardware and software inventory levels and participate in IT related projects.

• Image workstations with the default operating system using Microsoft System Center Configuration Manager to prepare for deployment to associates.
• Lead the coordination of replacing leased workstation equipment to ensure an accurate transfer of all data and software applications.
• Lead the process to triage, assign and escalates tickets through the IT help desk ticketing system.
• Maintain the IT hardware inventory including workstations, monitors, docking stations, printers, etc.
• Support the SharePoint Online sites and oversee the IT Department area on the company intranet.
• Initiate and schedule with vendor to replace or fix hardware issues.
• Maintain and process associate status changes of user accounts and computers within Active Directory and archive user data.
• Wipe data from leased workstations using enterprise software and process for shipment back to vendor.
• Set up and configure new Windows desktops/laptops or mobile devices for new hires.
• Perform minimum hardware troubleshooting for workstations, mobile devices, and peripheral devices (printers, keyboards, monitors, mouse, etc.).
• Install, configure and support all enterprise applications such as Microsoft 365 (Outlook, Word, Excel, SharePoint, One Drive, Teams) and Adobe Creative Suite.
• Understand software-as-a-service, single sign-on, multi-factor authentication and security practices.
• Document end-user help guides, updates to the intranet, asset lists, and incidents.
• Follow all proper company and IT procedures related to processing all incidents and changes within the IT environment.
• Participate in departmental meetings and assigned projects or tasks by IT management.
• Perform additional responsibilities as assigned.

• Bachelor’s degree or Associate degree in Computer Information Systems or a related field.
• Minimum of two (2) years of experience in an IT help desk, support, or customer service role in an enterprise-level organization.
• Intermediate understanding of IT technologies such as computer hardware and Microsoft products (Outlook, Word, Excel, PowerPoint, SharePoint, One Drive, Teams, Windows 10/11, etc.).
• Effective written and verbal communication skills.
• Strong customer service skills.
• Excellent listening and interpersonal skills with the ability to work effectively with all levels of personnel within an organization.
• Intermediate technical knowledge, problem-solving skills, and troubleshooting.
• Ability to effectively prioritize, follow instructions, and execute tasks in a fast-paced dynamic environment.
• Attention to detail and documentation of tasks following proper procedures.
• Ability to work independently or in a team-oriented setting.