IT Service Desk Tech II
Key Responsibilities
- Properly respond to service requests in a timely manner and escalate promptly if needed.
- Resolve issues with applications and hardware.
- Develop and deliver end-user training as needed.
- Perform basic power shell script development and maintenance for process automation.
- Deploy and support equipment.
- Work with infrastructure team to develop application and platform support documentation used by service desk technicians.
- Create FAQ and knowledge base documents.
- Support audio/visual and collaboration equipment for internal meetings.
- Test and approve software deployment scripts for end user devices.
- Develop service delivery knowledgebase to include fact sheets, tutorials, and FAQ’s.
- Install and update software on end-user devices.
- Setup and support third party contractor access according to established procedures.
- Conduct resolution validation and customer satisfaction follow-up specified tasks.
- Provide on-site remote hands for vendors and engineers as required.
- Adhere to established SLAs aimed at managing end-user expectations and clarity of service desk performance expectations and personal accountability Work with vendors to resolve complex end user device issues/repairs.
- Make recommendation for policy, process, and procedure improvements as part of a continuous improvement environment.
- Document activities in the ITSM platform in accordance to established procedures.
- Support phone system and other internal communication systems.
- Provide level 1 and 2 support to end users on targeted business applications and services.
- Build rapport with service desk customers.
- Know and apply the Quality System and any appropriate Federal and International standards.
- Mentor junior service desk technicians.
Skills, Knowledge and Experience
- Associates Degree or equivalent work experience required. Bachelor’s Degree or equivalent work experience preferred.
- Minimum 3-5 years of experience in Information Technology service delivery.
- Experience with Windows operating systems and M365 Office productivity suite.
- Experience with Active Directory basic administration.
- Experience deploying laptops and desktops in a SCCM environment (zero/low touch)
- System administration experience with SCCM environment creating images and update packages for zero/low touch implementation.
- Experience providing administration of mobile device management platforms (Microsoft Intune).
- Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes.
- Excellent communication, interpersonal, and customer service skills.
- Ability to work in a team environment.
- Ability to maintain strict adherence to established process and procedures.
- Ability to troubleshoot and resolve technology related issues.
- Strong organization skills with an attention to detail.
- Strong customer centric service deliver posture.
- Experience writing and maintaining basic automation scripts.
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