Desktop Technician II; AK on-site

Desktop Technician II – GCI

$2,500 Hiring Bonus! GCI's Desktop Technician II will be responsible for providing local and remote company employees and contractors with technical support for their desktop hardware, software, and operating system requests and issues.

• Design, develop, test, and implement IT solutions that improve company processes, applications, and utilities.
• Provide technical support for desktop hardware, software, and operating system issues following documented procedures.
• Develop, maintain, and update documentation and Standard Operating Procedures for Desktop Services.
• Utilize advanced diagnostic tools to troubleshoot and resolve issues with Apple and PC computers, mobile devices, network connections, point of sale systems, printers, and IP phones.
• Image and deploy desktops, laptops, and mobile devices for new hires, local and remote repair situations, projects, and upgrades.
• Update status and/or resolve Tier II support tickets according to priority in Cherwell and JIRA ticketing systems.
• Provide Tier I Desktop Technicians, Service Desk staff, and customers with formal and informal training on computer applications and hardware best practices.

• High School diploma or equivalent.
• Minimum four (4) years of experience in technical customer support for desktop users with hardware and/or software applications.
• Associate degree in information technology, computer science, communications, electronics, telecommunications, or related field preferred.
• CompTIA A+, CompTIA Network+, or CompTIA Security+ certifications preferred.
• Experience with Apple OS and iOS app support, upgrades, and general troubleshooting.
• Experience with JAMF administration and scripting.
• Knowledge of ITIL and Lean Agile methodology, and release and change management processes.

• Accountability – takes ownership for actions, decisions, and results.
  
  Basic Principles – interacts with people in a way that builds mutual trust, confidence, and respect.
• Compliance – follows internal controls and protects confidential information.
• Customer Focus – demonstrates commitment to service excellence.
• Reliability – consistently follows through on assigned tasks as expected.
• Results – uses job knowledge, initiative, and problem solving to achieve outcomes.
• Safety & Security – supports a safe work environment by following all workplace safety rules and guidelines.
• Collaboration – works effectively with others to accomplish common goals.
• Communication – conveys thoughts and expresses ideas appropriately and professionally.
• Technical proficiency – installation and configuration of recent Windows OSs, Mac iOS, Intel-based desktops, laptops, and mobile devices; IP-based wired and wireless networks; MS Office applications; ticketing applications; and Point-of-Sale systems.
• Software and hardware deployment tools – experience with enterprise-wide image and deployment solutions.
• Remote access tools – knowledge of Beyond Trust Remote Support/Bomgar for remote remediation.

• Must be able to access reliable transportation for occasional travel between retail store locations, offices, worksites, or other locations as needed.
• Work is primarily sedentary, requiring daily routine computer usage.
• Available to work additional time on weekends, holidays, and before or after normal work hours when necessary.
• Virtual workers must comply with remote work policies and agreements.

EEO: GCI is an equal opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, mental or physical disability, veteran status, or any other status or classification protected under applicable state or federal law.

The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.