Service Technician II – IT Help Desk

Responsibilities

• Investigate, analyze, and resolve hardware and associated software and communications problems with computer systems
• Perform complex hardware repairs and maintenance on a wide range of PC-based computers and peripherals
• Provide advanced hardware technical assistance and support
• Troubleshoot and resolve system hardware, software, and communications failures and conflicts
• Install, integrate, and configure new computer systems and hardware for users
• Provision, modify, and deprovision user access for systems and applications in accordance with access policies and documented standard operating procedures
• Review, prioritize, and process problem reports; document the progress of projects
• Document technical processes and support procedures and contribute to standardization to ensure consistency, efficiency, and knowledge sharing
• Assist in multiple audits: Quarterly system access, software, licensing
• Maintain a high-level quality of customer service standards in dealing with and responding to questions
• Perform other job-related duties as assigned
• Follow procedures for call length, and escalation process
• Resolve tickets to meet set SLA’s

Requirements

• 5+ years PC maintenance/repair, application software support
• Knowledge of Microsoft Office software products required
• Software and hardware certifications a plus
• Knowledge of Incident Technology Infrastructure Library (ITIL) or Cobit framework
• Retail pharmacy operations desirable
• Experience working in a corporate business environment desirable
• Ability to perform advanced complex repairs and upgrades on a wide variety of computers and peripherals
• Knowledge of a wide range of computer systems software, applications, hardware, and communications
• Ability to simultaneously coordinate and complete multiple projects
• Knowledge of advanced computer-troubleshooting techniques
• Ability to diagnose the nature and extent of a wide range of computer problems
• Ability to install and configure computer systems, hardware, and peripherals
• Ability to make administrative/procedural decisions and judgments
• Knowledge of customer service standards and procedures
• Demonstrated leadership potential
• Demonstrated ability to be self-motivated with a positive attitude
• Demonstrated ability to mentor co-workers to help the team succeed