Job description
Overview:
About the Role
Essential Duties & Responsibilities
Must Have:
WORK ENVIRONMENT/PHYSICAL DEMANDS: General office environment where you will walk, bend and stand for periods of time.
Location: Mechanicsville, VA Corporate Office
About the Role
The IT Support Technician II will be responsible for answering incoming support calls and providing efficient, strong customer support. The role also involves communicating directly with clients, investigating problems on their systems, and working closely with other members of the IT department. The Support Technician II will possess strong problem diagnosis and problem solving skills, have the ability to work effectively under pressure, willing to learn and to contribute to the team.
Essential Duties & Responsibilities
Primary duties and responsibilities include, but are not limited to the following:
Provide, as appropriate, telephone/verbal application support to resolve incidents.- Maintain written communication (i.e. log updates) to a professional and legible standard.
- Keep clients informed of the progress of outstanding logs.
- Monitor individual call stack and prioritization of individual logs by severity and client.
- Provide a personalized, high quality service to clients.
- Monitors and responds to hardware and software problems utilizing hardware and software testing tools and techniques.
- Configures, installs, updates, troubleshoots, repairs and replaces computer systems, terminals, peripheral equipment and related hardware throughout the organization.
- Provides internal analysis and support to ensure proper escalation during outages or periods of degraded system performance.
- Hours will include nights and weekends.
Experience & Education Requirements:
Must Have:
- 1+ years working help desk
- MAC OSX, and Windows 7 and 10 Operating Systems experience required
- Office 2010 - 2016 experience required.
- Experience configuring PC hardware required.
- Experience with Network Cabling & Troubleshooting
Nice to Have:
- 2+ years working help desk
- MCSE certification
- MCP certification
- A+ certification a plus.
- Knowledge of Pixel POS (Point Of Sale Systems a plus)
- Teleconference experience preferred
WORK ENVIRONMENT/PHYSICAL DEMANDS: General office environment where you will walk, bend and stand for periods of time.
SUPERVISORY RESPONSIBILITIES: N/A
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