Overview:statement:the end user services technician ii is responsible for a broad scope of operational support and install, move, add, and change (imac) requests supporting the desktop it infrastructure in office environments.end user services technicians also support events.detailed responsibilities/duties:- provides service and end user support during maintenance checks or dispatches- diagnoses errors or technical problems and determine proper solutions- produces timely and detailed service reports- documents processes- collects and analyzes performance data to provide technical assistance- provides technology support as needed for events- ties workflow to schedule- accurately documents solutions related to complex issues- creates workaround procedures when standard procedures have failed and ensures issues are resolved- troubleshoots and develops technical solutions related to software and setup errors for engineers, technicians, and customers- builds positive relationships with customerssupervisory responsibilities:n/ajob qualifications:qualifications:*skills*:required- customer-centric- attention to detail, strong communication skills- passionate about technology- ability to lift and move hardware- strong knowledge of windows 10, office products- familiarity with desktop, laptops mobile devices, printers or other devices- familiarity with active directory, itil service management and ticketing systemscertificates / training:- preferred: comptia a+ or equivalent*experience*:level ii- 3+ years experience performing desktop / end user support*education*:required- bachelor's in information technology or equivalentprinciples & related competencies:ethical- complies with policies and procedures; takes the high road and upholds our values; maintains confidentiality; acts with integrity, honesty and respect.leader- meets challenges head on to uphold quality standards, productivity goals, and values; sets an example, building a culture of trust, transparency, and open communication; is aligned with organizational directioncollaborative- works cooperatively with others offers and accepts help; freely shares information as appropriate; open to and willing to provide feedback; strong contributor to the team's results; celebrates the individual and the team; ability to clearly communicate.looks beyond oneself- (team player) demonstrates humility and willingness to recognize and give credit to others; works well alongside people of different backgrounds and ideas; builds good relationships with others; values distributors and teammates.drives innovation- add value through: proposing ideas and creative solutions to employee, distributor and/or customer challenges; listening to and respecting others ideas through collaborating and helping develop those suggestions; driving ideas forward to implementation.delivers change- delivers change through: adapting to different working environments; responding positively to change including new duties and assignments.