Support Desk Technician II

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Support Desk Technician II
Responsibilities: Coordinates and provides technical support to Group personnel. This support is provided over the telephone and in person, using computers. Analyzes and solves standard software, hardware, and network problems in conjunction with our third-party partnerships. Receives, reviews and/or logs requests from end users regarding computer hardware, software and/or peripheral equipment problems; writes and tracks trouble tickets/work orders and articulates details about case resolutions. Provides first-level and second-level assistance to customers; verifies the location of the problem; elicits information from end user on the nature of the issue; resolves issue or refers to higher level staff member when necessary. Reviews and tracks service requests and trouble reports related to hardware and software problems and coordinates with end users and/or managers to ensure that customer needs are met. Maintains records of work completed and resolutions. Performs workstation troubleshooting; performs configurations of new desktop images; installs, upgrades and maintains computer workstation hardware, peripherals and associated software; manages and executes installation upgrades and system patches. Creates user IDs, modifies user profiles, re-sets passwords and performs regular file maintenance; sets up basic user access permissions consistent with Group policies and procedures; documents all changes and revisions. Builds and maintains positive working relationships with co-workers, other Group vendors, and the public using principles of good customer service. Provides one-on-one training pertaining to the use of standard applications, equipment, and/or systems, including audio/video equipment, telecommunication equipment and systems; personal computers, lap top computers, and general office software. Performs basic installation, operation and maintenance of computers and peripheral equipment; monitors routine system parameters such as response time and general performance; tests and sets up basic hardware and software configurations; performs basic maintenance and repair on system components. Performs routine upgrades and/or other hardware/software support activities; connects computers to printers, scanners, mobile devices and other peripheral equipment; loads software. Obtains new and upgraded system hardware and software from vendors; utilizes appropriate tools to install and test upgrades deployed within the company and by outside vendors; may develop utility programs as needed to ensure that new and upgraded systems work effectively with current systems and programs; determines and documents proper installation and configuration of assets, as well as training material. Assists with technical and functional supervision of vendors and/or contract staff during the implementation of hardware and software upgrades, patches, security and backup/recovery processes. Informs management of existing or potential production problems; maintains problem logs; communicates with higher-level staff regarding documentation, testing and scheduling concerns; communicates production or testing problems to user departments and keeps them apprised of schedule changes. Administers and maintains **MEMBERS ONLY**SIGN UP NOW***. standards for system hardware and software; develops system related documentation. Reviews, submits and tracks requests for system enhancements and equipment upgrades. Assists with project management and network operations, as needed. Maintains an inventory of all computer systems, peripherals, and software. Performs miscellaneous administrative duties as needed, such as data entry Assists with configuration, maintenance, and deployment of phone systems and IP based phones. Provides after hours technology support as assigned. Performs other related duties as assigned.

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