POSITION SUMMARY 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 dispatchesDiagnoses errors or technical problems and determines proper solutionsProduces timely and detailed service reportsDocuments processesCollects and analyzes performance data to provide technical assistanceProvides technology support as needed for eventsTies workflow to scheduleAccurately documents solutions related to complex issuesCreates workaround procedures when standard procedures have failed and ensures issues are resolvedTroubleshoots and develops technical solutions related to software and setup errors for engineers, technicians, and customersBuilds positive relationships with customersSUPERVISORY RESPONSIBILITIES:N/AQualifications:Skills:Required:Customer-centricAttention to detail, strong communication skillsPassionate about technologyAbility to lift and move hardwareStrong knowledge of Windows 10, Office productsFamiliarity with desktop, laptops, mobile devices, printers, or other devicesFamiliarity with Active Directory, ITIL Service Management, and ticketing systemsCertificates / Training:Preferred: CompTIA A+ or equivalentExperience:Level II3+ years experience performing desktop / end user supportEducation:Required:Bachelor's in Information Technology or equivalentPrinciples & Related Competencies:Ethical:Complies with policies and procedures; Takes the high road andupholds 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 direction.Collaborative: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 andteammates.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.#J-18808-Ljbffr