Information Technology Support Desk Technician II

Calderys has a fantastic opportunity to join our Information Technology Team as a Support Desk Technician.

Summary

The Information Technology Support Desk Technician II provides professional technical support for issues involving end-user devices, accounts and connectivity (data and voice). The Support Desk Technician documents, troubleshoots and resolves of all level 1 and level 2 support request and ticket operations while referring level 3 support issues onto other IT team members.

Responsibilities

• Completing level 1 and level 2 technical support operations for incoming tickets
• Administering all end-user equipment operations including inventory management, configuration, deployment and support (PCs, Printers, Desk Phones and Phone System, Cell Phones, and A/V equipment), software and software license administration
• Administering account operations including creation, configuration and audit of network and system-specific accounts
• Administering support request operations including creating, categorizing, prioritizing, documenting, distributing, and processing support tickets
• Performing project-based tasks associated with developing new processes and procedures to support business requirements
• Performing end-user training for general device, network, business systems and PC software
• Supporting the HarbisonWalker Business System (HBS) including 5S by identifying and implementing opportunities for continuous process improvement as metrics warrant

Requirements

• A.S. degree in Computer Science, Information Systems, Software Engineering, or related field
• Requires in-depth knowledge of MS Office products
• Requires in-depth knowledge of computer hardware and peripheral devices, imaging techniques, desktop and server operating systems, and demonstrated ability using a ticketing system
• Requires in-depth knowledge of Microsoft Active Directory is required
• Requires strong analytical, interpersonal and communications skills and the ability to work effectively in a team environment
• The Information Technology Support Desk Technician II requires two (2) – four (4) years of experience in a technical support position within a mid to large size company, with hands on responsibilities for end-user device and account support utilizing specific support requests processes and ticketing systems.

Physical and Environmental Requirements

• Physical Activity: Requires 1/3 to 2/3 of the time sitting and less than 1/3 of the time standing, walking, using hands and fingers, reaching, and speaking/hearing.
• Lifting: Requires lifting up to 25 pounds less than 1/3 of time.
• Vision: Requires accurate close and distance vision.
• Environment: Requires more than 2/3 of the time working in an office setting with very limited exposure.
• Noise: Requires exposure to moderate noise