IT Support Technician II Job at Becklar Monitoring in Hagerstown

Overview

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Under the direction of the Help Desk Manager, the IT Support Technician II performs all Tier 2 support tasks to ensure proper operation of IT-related equipment and services. This includes receiving, prioritizing, documenting, and actively resolving end user requests promptly and professionally. This role will also perform scheduled preventative maintenance on enterprise systems as well as actively monitor and triage system alerts. Responsible for exemplifying excellent customer service and the Company core values, culture, policy and procedures at all times.

Company

Dynamark - A Becklar Company

Essential Job Functions

• Ensure proper computer operation so that end users can accomplish business tasks
• Communicate effectively with customers and other departments
• Work well under pressure for extended periods of time
• Working with autonomy
• Provide mentorship to IT Support Technician I
• Attention to detail, focus, follow through, and punctuality
• Maintain professionalism, company security, and integrity to ourselves, co-workers, and customers
• Plan and coordinate work to meet commitments and quality expectations
• Provide advanced technical support and guidance to users over the phone, via remote access, through e-mail or in person to resolve various computer- and network-related issues
• Monitor and resolve submitted help desk tickets promptly
• Build rapport and elicit problem details from help desk customers

Responsibilities / Duties / Tasks

• Field incoming service requests from end users via both telephone and e-mail in a professional and courteous manner
• Represent the IT department through professional customer service, attention to detail, proactive sense of urgency and strong follow up
• Build rapport and elicit problem details from service desk customers
• Diagnose, prioritize, complex requests and (when required) escalate to the System Administration team
• Use communication channels to inform the team of important issues and information which will help improve team performance
• Arrange service with Field technicians to repair or replace defective products and troubleshoot connections
• Record, track, and document the service desk request problem-solving process, including all decisions and actions taken, through final resolution
• Installation, troubleshooting and support for desktop and laptop computers and all aspects of various Microsoft Windows and Mac operating systems
• Train end-users on IT related equipment and software/tools
• Identify and learn appropriate software and hardware used and supported by the organization
• Perform post-resolution follow-ups to service requests
• Develop how-to documentation for frequently asked questions
• Participate in an on-call rotation
• Perform preventative maintenance, including patching, checking & maintenance of enterprise systems, workstations, printers, and peripherals
• Assist with maintaining proper monitoring services by actively monitoring systems and triaging alerts
• Prepare customer-facing knowledgebase (KB) articles for self-service portal
• Testing new technology
• Ability to assist through proper root-cause analysis and remediation of problems
• Training/mentoring junior staff and new hires
• Support and assist senior resources with projects, as assigned
• Other duties as prescribed – Duties, responsibilities and activities may change at any time with or without notice

Job Qualifications / Skill Requirements

• High school diploma required; associate degree or working toward degree in a related IT field and 2+ years’ experience in an IT support role preferred
• Any technology related certifications such as CompTIA A+, Network+ are advantageous
• Strong working knowledge of computer hardware and software, including servers, desktop, laptop, firewalls, routers, switches, APs, telephony, printers, and cabling
• Experience using Active Directory administration
• Expert navigating Microsoft operating systems and Office Suite
• Provide outstanding customer service
• Exceptional written and oral communication skills
• Must be able to interface directly with users with a wide variety of technical skills in a professional manner
• Experience working with Service Desk ticketing software
• Possess attention to detail
• Ability to absorb and retain information quickly
• Highly self-motivated and directed
• Ability to work autonomously in a hybrid in-office/remote environment
• Must have a reliable home internet connection and quiet work area
• Participate in rotating on-call schedule

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Information Technology

Industries

• Security and Investigations

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