IT Service Desk Technician II
SUMMARY: The IT Service Desk Technician II is a front-line service-oriented person who performs at a professional level to support the day-to-day responsibilities of the IT Department. This role is responsible for providing advanced technical support and assistance to end-users in resolving complex IT incidents and requests. The primary focus is troubleshooting and resolving escalated incidents, serving the end-user hardware needs of users in the office and field, and ensuring a smooth flow of IT services in support of business operations.
Essential Duties And Responsibilities
Provide advanced technical support and assistance to end-users via phone, email, chat, or in-person to resolve complex IT issues related to hardware, software, network, and peripherals. Manage and prioritize escalated incidents and requests, ensuring timely resolution and minimal disruption to business operations. Utilize diagnostic tools and methodologies to identify and troubleshoot technical problems, escalating to appropriate teams when necessary. Quickly and accurately determine incident scope and impact. Coordinate with IT vendors and service providers to resolve technical issues and escalate unresolved problems as necessary. Install, modify, and repair computer hardware and software. Maintain accurate records of incidents, requests, and resolutions in the ticketing system. Document troubleshooting steps, knowledge base content, and solutions for future reference. Share technical knowledge and expertise with members of the IT Service Desk team and provide guidance and mentorship to help others enhance their skills and capabilities. Identify recurring issues and opportunities for process improvement. Collaborate with cross-functional teams to implement solutions that enhance the effectiveness of IT Service Desk operations. Ensure compliance with IT policies, procedures, and security standards. Adhere to best practices for IT service management and data protection. Set up equipment for new and existing employee desk spaces, field use, and replacements. Minimal travel required (Other duties as assigned by manager.
KEY TASKS IN THE FIRST 90 DAYS OF EMPLOYMENT
Problem solving
Essential Duties And Responsibilities
- Learn IT and business processes and procedures.
- Learn to navigate and use various admin portals.
- Learn the hardware and software platforms needed to perform this role and support the users effectively.
- Understand the Baker organizational structure and the variety of needs by company, department, and user type.
- Demonstrate confidence in the process and procedures listed above.
- Minimum of 5 years of experience in a technical support role.
- Proficiency in troubleshooting hardware, software, and network issues in a Windows environment.
- Strong knowledge of ITIL framework and best practices for incident management and service delivery.
- Strong working knowledge of ServiceNow a plus.
- 5+ years of experience with Microsoft administration environment (MS Azure, Intune, Exchange, O365, Windows 10, etc.).
- Confident creating and managing users and groups in both ADUC and O365.
- Excellent communication skills, both verbal and written, with the ability to convey technical information to non-technical users effectively.
- Ability to work independently and collaboratively in a fast-paced environment, managing multiple priorities simultaneously.
- Strong analytical and problem-solving skills, with a customer-centric approach to IT service delivery.
- Proven aptitude for learning new technology and interest in helping others.
- Ability to prioritize and execute tasks in a fast-paced environment and make sound decisions in pressure situations.
- Ability to troubleshoot mobile devices, tablets, laptops, computers, etc.
Problem solving
- When predefined solutions are not applicable, identifies straightforward, practical solutions.
- After implementation, evaluates the effectiveness and efficiency of solutions.
- While remaining guided by organizational values, identifies optimal solutions, thinking first in terms of possible approaches and flexibility in the system vs. blind adherence to rules or procedures.
- Integrates and interprets multifaceted information from varied sources on a range of complex issues.
- Demonstrates insightful understanding of the organizational context and priorities, how they interact and how they affect issues.
- Maintains a broad, strategic perspective while identifying and focusing on crucial details.
- Seeks to identify and consider different ethical aspects of a situation when making decisions.
- Ensures that others understand the organization’s ethics and values.
- Plays a key role in shaping organizational ethics and values by defining, communicating, and consistently exemplifying them.
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Seniority level
Mid-Senior level -
Employment type
Full-time -
Job function
Information Technology -
Industries
Construction
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