.Overview: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 dispatches.Diagnoses errors or technical problems and determines 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 customers.SUPERVISORY 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 systems.Certificates / 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 equivalent.Principles & 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:Adds 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