The Field Support Desk Technician II role ensures proper computer operation so that end users can accomplish business tasks. This includes actively resolving escalated end-user help requests within established Service Level Objects (SLO’s) and Service Level Agreements (SLAs). Ticket problem resolution may involve the use of diagnostic, knowledge base articles and help request tracking tools, as well as require that the Field Support Desk Technician II give in-person, hands-on help at the desktop level.
Responsibilities
Strategy & Planning
·Evaluate documented resolutions and analyze trends for ways to prevent recurring issues.
·Alert management to emerging trends in incidents.
Acquisition & Deployment
·Assist in the Deployment of pre-packaged and configured software as needed using automated deployment tools.
·Assist in software releases and rollouts according to IT change management best practices.
·Keep abreast of IT best practices and basic IT industry standards relating to the practice of effective field support.
Technical Support
·Manage assigned help desk tickets promptly.
·Diagnose and resolve ticketed computer issues, and problems.
·Respond to end-user issues via phone, email, or chat, and follow up with end-users to ensure issues are resolved.
·Work to determine the root cause of IT incidents.
·May be called to participate in root cause analysis meetings.
·May involve training end users in how to use technologies.
·Assist other Technician I’s as required.
·Escalating more difficult cases to higher levels of technical support
·Communicating effectively with end users, team members, and organization management
·Document end-user interactions.
Operational Management
·Assist Tier I support when request volumes are high.
·Act as an escalation point for advanced or difficult Tier I help requests.
·Build rapport with end-users.
·Escalate incidents with accurate documentation to Tier III support or vendor, when required.
·Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
·Use remote tools and diagnostic utilities to aid in troubleshooting.
·Research solutions through internal and external knowledgebase as needed.
·Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
·Install antivirus software and ensure virus definitions are up to date.
·Perform preventative maintenance, including checking, aging systems, computers, and servers.
·Test fixes to ensure the problem has been adequately resolved.
·Perform post-resolution follow-ups with Level I Technicians as required.
·Develop help sheets and FAQ lists for end users.
·Contribute to technician knowledge base articles and training as needed.
·Reinforce SLAs to manage end-user expectations.
·Provide suggestions for continual improvement.
Position Requirements
Formal Education & Certification
·High School diploma, College diploma, or Certificate in the field of computer science and/or 2 years equivalent work experience
Knowledge & Experience
·Excellent technical knowledge of computer hardware, configurations, and network communication.
·Experience with desktop and server operating systems.
·Excellent technical knowledge of PC components.
·Application support experience and hands-on troubleshooting experience.
·Technical knowledge of basic protocols, and operating systems.
·Ability to install, and compute components, and peripheral accessories.
·Able to read and understand technical manuals, procedural, and related documentation.
·Experience working with a range of IT diagnostic utilities, and tools.
·Exceptional written and oral communication skills.
·Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
·Strong documentation skills.
Personal Attributes
·Ability to present ideas in user-friendly language to non-technical staff and end users.
·Keen attention to detail.
·Proven analytical and problem-solving abilities.
·Exceptional customer service orientation.
·Experience working in a team-oriented, collaborative environment.
·Ability to conduct research into a wide range of computing issues is required.
·Ability to absorb and retain information quickly.
·Ability to present ideas in user-friendly, business-friendly, and technical language.
·Highly self-motivated and directed.
·Keen attention to detail.
·Proven analytical and problem-solving abilities.
·Ability to effectively prioritize and execute tasks in a high-pressure environment.
·Exceptional customer service orientation.
·Experience working in a team-oriented, collaborative environment.
Employee must be able to qualify for licenses and permits required by federal, state, and local regulations.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to stand and use hands to finger, handle, or feel objects, tools, or controls. The employee frequently is required to reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision, color vision, and peripheral vision.
The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds, and must have the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually very loud.
Employee will be exposed to an environment containing unrestricted second-hand tobacco smoke.
Occasional evening and weekend work to meet deadlines.