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 Harbison.

Walker 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