Employee Technology Experience Technician II

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 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 customers

SUPERVISORY RESPONSIBILITIES: 

N/A

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 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 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 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.