IT Support Technician Level II

HB Mechanical • Harrisburg, PA, US • 3w ago

We empower our employee owners to make this a great place to work and create value.

SUMMARY: The IT Support Technician Level II is the primary point of contact for all technology related support requests for the organization. The role requires a strong customer service mindset and is responsible for demonstrating professional, educational, and efficient technical support while assisting employees.

To be successful you must possess these core value characteristics:

Trust: Clear Communication. Be committed. Accountable. Open. Honest.

Team: No "I". Do what's best. Assume the best. Be a leader. Celebrate wins.

Grit: Goal-focused. Be positive. Persevere. Show passion. Take ownership.

Growth: Lifelong learner. Forward-thinker. Self-aware. Curious. Open-minded.

ESSENTIAL DUTIES and RESPONSIBILITIES:

Provide effective first and second level IT support information to non-technical customers
Track all IT incidents and requests within the IT Service Management Platform
Demonstrate reliable organizational, communication, and interpersonal skills
Meet or exceed established IT Support SLAs and KPIs on IT incidents, requests, and project assignments
Install, configure, and test hardware and software on new or existing devices, in accordance with standard procedures
Spearhead maintenance, implementation, and troubleshooting initiates on IT hardware and software
Train technicians on new hire onboarding and training as it relates to user IT hardware and software
Audit the provisioning of accounts and support change requests in core IT software life: Active Directory, Office 365 Admin Center, Microsoft Azure, and MDM systems
Document daily processes, procedures, and technical issues to build the IT Knowledgebase and technician training guides
Analyze and research solutions to complex incidents for resolution prior to escalation
Escalate significantly complex problems to the appropriate IT supervisor or lead to assist in providing a solution
Assist in the management and configuration of endpoint security protocols and mitigations
Assist with the lifecycle refresh and replacement efforts for IT assets and manage proper disposal
Ability to work with limited supervision beyond first 90 days
Perform other duties as assigned

EDUCATION, EXPERIENCE and SKILLS:

High School Diploma
3+ years of experience within Information Technology
3+ years in an IT Support position
Proactive, top-notch problem solving, troubleshooting, and analytical skills
Highly skilled in time, priority, and task management
High level of emotional intelligence and operational leadership skills
Excellent written and verbal communication skills, interpersonal skills to interact with end users and team members
Strong background in Active Directory, Group Policy, Microsoft Windows operating systems, Microsoft 365 Applications
Background in TCP/IP networking, computer hardware and peripherals
Experience with Android and iOS based cell phones and tablets
Understanding of basic cybersecurity and endpoint security best practice
Ability to adhere and create defined processes and procedures and suggest improvements
Experience working with and configuring Service Desk ticketing systems
Ability to balance multiple time-sensitive priorities and meet deadlines in a fast-paced, quickly changing environment
Understanding of Microsoft SharePoint, Cloud Storage, Mobile Device Management, and ITIL Service Management Platforms
ITIL v4 Foundation Certification or equivalent experience
CompTIA A+ Certification of equivalent experience
Experience with Problem and Asset Management
Windows Server and VMWare Experience

PREFERRED QUALIFICTIONS:

2-year technical degree or higher preferred or equivalent work and education related experience

PHYSICAL REQUIREMENTS:

Prolonged periods sitting at a desk and working on a computer
Must be able to lift up to 15 pounds at times
Ability to travel to various divisions and worksites as needed

This is a Full-Time 100% in office position with benefits. Monday through Friday. 8-hour shift - hours of work may vary according to business needs. Local travel and occasional long-distance travel may be required. On-call team rotation for outages is a requirement for this position.

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