IT Support Tech II

The Ideal Candidate

The primary role of the IT Support Technician II will be to configure, deploy, support, and troubleshoot endpoint user devices such as desktops, mobile devices, VDA services, smartphones, and printers. The individual will be responsible for application packaging and software deployment and must be able to utilize endpoint and mobile device software management tools to remotely manage, report, apply group polices, software updates, patches, drivers, and perform inventory management. This role will also participate in the recommendation, ordering, and testing of future software/hardware to improve end-user productivity.

The IT Support Technician II will function within a Tier I and Tier II service support and service delivery team. The individual in this position must be highly motivated, a self-starter, organized, able to multi-task, and able to work in a fast-paced IT environment. The role also requires a high level of technical problem-solving skills, strong customer service skills, excellent verbal and written skills, and the ability to work well with team members and customers throughout the organization.

How You Will Make an Impact:

• Configures, deploys, supports, and troubleshoots endpoint user devices such as desktops, mobile devices, VDA services, smartphones, and printers.
• Collaborates with leadership, IT Engineering, team members and business partners to assemble, test, troubleshoot and deploy device images, application packaging, and various software updates.
• Collaborates with IT Engineering, IT Security, and business partners to identify, test, and implement best practices for software configuration and deployment. This includes major application vendors like Dell, HP, IBM, Microsoft, Apple, AirWatch, Jamf and other end-point management software solutions.
• Works with leadership, IT Engineering, and IT Security to proactively support and maintain secure device configurations. Based upon applicable identified vulnerabilities, works with leadership, IT Engineering, and IT security to remediate, and report status.
• Supports, maintains, and reports on device hardware and software inventory utilizing end-point management, IT Service Management, Smartsheets, and other software tools.
• Documents standard operating procedures (SOPs) and as-built system configurations for all end-point device images and reviews information with co-workers. Maintains and updates documents when models and images are changed.
• Creates and disseminates device documentation to facilitate Tier I and Tier II support of desktops, mobile devices, VDA services, smartphones, printers, and related software. Facilitates training sessions with fellow team members to improve customer support response.
• Works with leadership, IT Engineering, team members and business partners to assemble and document the mobile compute strategy and document the standard operating procedures (SOPs).
• Utilizes and complies with IT Service Management processes (Incident, Request, Change, and Inventory) ensuring compliance with customer SLAs and organizational policies.
• Maintains custom deployed mobile apps (to include the X-Store Mobile POS application) and software infrastructure to enable applicable software provisioning.
• Works an assigned rotational Service Desk schedule. Answers Service Desk calls, triages ticket’s, prioritizes, documents customer issues, assigns, and promptly resolves issues.
• Assists the team with updating and maintaining accurate end-user information and support documentation.
• As part of the Service Desk team, accepts responsibility for after-hours on call rotation to support critical issues.
• Identifies, collaborates, and applies diagnostic utilities to aid in troubleshooting.
• Works with supervisor to ensure all hardware, software, and supplies orders are processed in accordance with leadership and departmental purchasing guidelines.
• Processes equipment returns and warranty repairs in accordance with documented guidelines to ensure the best possible customer service and financial stewardship.
• Takes personal responsibility for managing professional development plan leveraging every opportunity to improve knowledge, develop and implement new skills.
• Ability to lift and move up to 30 pounds.
• Supports and engages other duties as may be assigned.

Experience and Skills You’ll Need to Have:

• Bachelor’s degree in Computer Science, Information Systems or other relevant subject area, or equivalent work experience
• 3 years demonstrated experience configuring and troubleshooting desktop and mobile operating systems and end-point device imaging services (Windows 10 operating systems).
• 3 years demonstrated experience working with apple iOS, Apple Store, and android device operating systems.
• 3 years demonstrated experience working with Virtualization Desktop Application (VDA) and other application packing tools.
• 2+ years demonstrated experience working with modern Mobile Device Management systems Suite. AirWatch, Jamf, and MobileIron a plus.
• Demonstrated experience working with Microsoft Office products.
• Demonstrated experience working with and troubleshooting Microsoft AD, Azure, and Office 365.
• Proven critical thinking, problem solving, and troubleshooting skills.
• Team player with strong customer focus, attention to detail, and demonstrate interpersonal skills.
• Experience working with Citrix published desktop and applications a plus.
• ITIL Foundation certification and experience
• Apple/AirWatch/JAMF Pro certifications preferred.
• Microsoft Certified Professional (MCP) preferred.
• CompTIA A+ Certification preferred.
• Desktop Support Technician Certification preferred.

#LI-JS2

Req Number: ITSUP001593