Position summary:
the it service desk support specialist ii is responsible for installing, configuring, supporting, and maintaining microsoft windows server/desktop infrastructure. Troubleshoots escalated server, software, and hardware issues. The specialist recommends, schedules, and implements system hardware and/or software upgrades or repairs.
responsibilities:
* performs day-to-day desktop/laptop and network administration duties to include installing, configuring, and troubleshooting desktop systems, printers, and peripherals in mixed microsoft windows environment.
* maintain passwords, data integrity, and file system security for the desktop environment.
* provide excellent customer service to end users by communicating all stages of progress in resolution of the reported problem.
* configure wireless devices for connectivity to corporate o365 email.
* works on software installation, update, and configuration as directed by ticketing system and service desk supervisor and manager.
* works independently on imaging, configuration, and placement of new pcs.
* assists in maintaining and updating support information such as the pc support queue, pc inventory, assets, pc loaners, etc. as directed by service desk supervisor.
* maintain phone systems.
* conduct training designed to educate computer users about basic and specialized applications throughout the organization.
* works with service desk manager and service desk outsourcer to determine daily/weekly priorities and to troubleshoot advanced technical problems.
* tests new software and operating systems and makes recommendations on deployments.
* participate in projects to improve the end user computing experience.
* directs advanced technical problems to the appropriate resource when necessary.
* be responsible for after-hours support.
work environment:
* location: mexicali, b.c.
* environment: in-office role in engineering, sales and manufacturing facility
* standard office environment; spends majority of the day moving throughout local buildings and helping users with pc problems at the user’s desk
* required to lift 40 lbs. repeatedly throughout the day.
* overtime may be required at times, including evening work, on-call weekends, and additional project hours.
* domestic travel of up to 10%.
qualifications:
* excellent customer service skills
* knowledge of pc hardware and peripherals
* advance knowledge of windows 10/11, and tcp/ip networking
* proficiency in active directory, office 365, networking concepts, anti-virus and security tools and pc hardware and software troubleshooting skills.
* excellent interpersonal, communication and organization skills
* ability to work independently and communicate effectively with users and coworkers.
* strong project management skills, ability to set priorities and meet deadlines with flexibility.
* problem solving – the individual identifies and resolves problems in a timely manner, gathers and analyzes information skillfully.
* ability to evaluate information and exercise good judgment in making decisions.
experience:
* 2-3 years providing technical support in it support role
* 2-3 years supporting microsoft pc environment
* 2-3years’ experience in a related field with extensive technical experience.
* experience supporting remote users utilizing vpn connectivity.
education:
essential:
* associate’s degree in computer information systems
desirable:
* a+ certification, mcp and windows 10/11 certification
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