The Desktop Support Technician, II is responsible for total support and troubleshooting of the Academic Analytics end-user environment and executing device lifecycle management activities including fulfilling, provisioning, deployment, support and asset disposition. Primary responsibilities will be Tier II issue resolution and support of all desktops, laptops, mobile devices, print services and basic networking. This position interfaces directly with our coworkers and requires excellent customer service skills as well as technical knowledge.
Responsibilities:
Install, upgrade, support and troubleshoot printers, computer hardware, Windows 10 OS, Mac OS as well as other authorized desktop applications and peripheral equipment.
Perform general preventative maintenance tasks on computers, laptops, printers, servers and any other authorized peripheral equipment
Install, diagnose, repair, maintain, upgrade hardware and equipment to ensure optimal performance.
Troubleshooting and configuration of Apple products
Take ownership to remedy tickets and problems assigned, accurately record work performed and troubleshoot issues (in person, by telephone or remote access) in a timely fashion
Provide direct end user assistance to include familiarizing users with basic software, hardware, peripheral device operation
Secure network by executing security and access policies
Work with manager to review current policies, procedures and objectives
Provide technical support to associates who are traveling or conducting meetings
Aid in security risk assessment of network
Provide guidance to tier 1 support staff to assist in their learning
Hardware and Software procurement management
Skills/experience needed:
Proficient in networks
Windows Server Administrator experience
Active Directory Administrator experience
Proficient in network security
Barracuda experience
IIS experience
Proficient in Windows and Mac OS
Azure experiencenecessary
Participate in 24×7 on call
Experience and proficiency with technical support of Sales Force
Office 365 administration
5 years’ experiencedesktop support
Minimum Bachelor degree or equivalent
Demonstrates strong customer service skills
Ability to communicate effectively both in person and over the phone and in writing
