"IT Support Technician 2"

Overview

The IT Support Technician 2 is responsible for providing a broad range of user support services, including network support, training, and computer desktop support. This role involves end-user support and training, focusing on endpoint technologies (desktops, laptops, mobile devices, etc.), network connectivity, and office equipment. The technician also supports meetings and AV requests. Strong customer service, troubleshooting, and problem-solving skills are essential. The technician must stay current with technology and best practices and be capable of working independently and collaboratively.

Required Skills and Abilities

1. Exceptional customer service skills with the ability to convey technical information clearly to diverse audiences.
2. Advanced proficiency with Mac OS and Windows OS and experience in troubleshooting and resolving hardware and software issues.
3. Excellent troubleshooting, critical thinking, and problem-solving skills, with the ability to apply independent judgment.
4. Strong communication and interpersonal skills, with the ability to work both independently and as part of a team.

Preferred Skills and Abilities

1. Professional experience supporting computers running Windows and Mac OS, and core Microsoft 365 applications.
2. Certification in CompTIA A+, Microsoft, Apple/Mac, or ITIL.
3. Experience with ticket management systems and ITIL processes, and the ability to diagnose hardware issues and facilitate repairs.

Principal Responsibilities

1. Manages a client department’s complete desktop computing environment.
2. Creates and maintains departmental organizational units in the active directory, including analyzing and implementing group policy needs.
3. Maintains computer software by proactive site visits and keeping an inventory of installed operating systems and application software to ensure all versions are up-to-date.
4. Maintains computer hardware and peripherals by keeping an inventory of installed devices, recommending replacements according to guidelines and interacting with vendors in the acquisition of computer products.
5. Installs and coordinates repair of a wide variety of computing devices and peripherals on the desktop and attached to the network.
6. Responds to emergency and routine calls that come in for computer assistance in support of core services such as email, scheduling and backup systems, as well as client department specific applications. Documents all reported problems.
7. Supports clients in the use of their desktop equipment by training users.
8. Works with others to ensure smooth integration of network and software products.
9. Analyzes, recommends, and implements work-group computing solutions to meet client department’s needs.
10. Trains other support technicians.
11. Completes and documents technical projects such as the testing of hardware and software products.
12. May perform other duties as assigned.

Required Education and Experience

Eight years of related experience, six of them in the same job family at the next lower level and a high school level education, or six years of related experience and a Associates degree; or two years of related work experience and a Bachelor's degree or an equivalent combination of education and related experience.

Job Category: Technician
Bargaining Unit: L34
Compensation Grade: Labor Grade E
Hourly Range: $35.64
Time Type: Full time
Work Model: On-site