<p>JOB DESCRIPTION</p> <p>Position Title: IT Desktop Support Technician II Job Code: Non-Exempt Department: ITOPS Work Location: Hybrid Manager's Title: IT Technical Support Manager Date: Feb. 2022</p> <p>Job Summary:</p> <p>The Desktop Technician II role is a continuation of the Desktop Technician position with expanded responsibility for project coordination, endpoint lifecycle management, and modern device management technologies. This role provides second-level support and maintenance within the organization's desktop computing environment across all company locations. Responsibilities include installing, diagnosing, repairing, maintaining, and upgrading all endpoint hardware such as desktops, laptops, tablets, point-of-sale systems, printers, and peripheral equipment to ensure optimal performance and availability. The Desktop Technician II leverages enterprise endpoint management and automation platforms to:</p> <p>Create and manage device configuration profiles. Deploy, update, and remediate applications. Support Windows Autopilot provisioning, Microsoft Intune device management, and Windows Kiosk configurations. Maintain accurate hardware and software inventory. This role also involves troubleshooting and resolving complex technical issues (in person, by phone, or via email) in a timely and accurate manner, providing end-user assistance as required. Desktop Technicians work from incidents and service requests (moves, adds, and changes) assigned through the IT Support ticketing system. The Desktop Technician II accepts escalations from the IT Help Desk and participates in a rotational on-call schedule to support after-hours issues.</p> <p>Knowledge, Skills & Experience K:</p> <p>Education: Associate's degree or equivalent experience required; Bachelor's degree (B.A./B.S.) preferred. Technical Experience: Three to seven years of experience supporting a LAN/WAN environment with 250+ workstations. Strong experience with Windows operating systems, Microsoft Office, and associated productivity applications. Hands-on experience with Microsoft Intune (Endpoint Manager) for device compliance, configuration profiles, and application deployment. Experience supporting Windows Autopilot for zero-touch or user-driven device provisioning. Experience configuring and maintaining Windows Kiosk and shared-device environments. Familiarity with application packaging, deployment, and automation tools, such as Patch My PC, including application updates and third-party patching. Experience troubleshooting hardware, operating system, and application issues in an enterprise environment. Certifications: CompTIA A+, Microsoft certifications (e.g., Modern Desktop Administrator), or equivalent technical certifications are desired. Other Requirements: Valid Driver's License required.</p> <p>S:</p> <p>Quality of Work: Demonstrates concern for the accuracy and quality of work, and takes steps to correct mistakes and improve the overall product. Communication: Organizes and expresses ideas and information clearly, using appropriate and efficient methods of conveying the information. Possesses quality listening skills, ensuring complete understanding of the problems and issues being reported by internal customers. Personal Computer Skills: Demonstrates experience with software and hardware inventory, troubleshooting Windows operating systems and peripheral devices, and computer imaging. Handling Difficult Issues: Manages difficult issues with a clear head, finding the solution most beneficial to all concerned. Solving Problems: Takes a proactive approach to anticipating and preventing problems. When problems occur, defines the problem, investigates obstacles, and analyzes alternative solutions.</p> <p>A:</p> <p>Ability to Learn New Skills: Learns new skills quickly. Is able to work independently to master new skills & tasks. Flexibility: Accepts changes and responds to setbacks with minimal disruption. Demonstrates the ability to mulit-task while maintaining attention to detail and deadlines. Dependability: Can be relied upon to handle a fair workload, meet deadlines and commitments, and accept responsibility for actions. Demonstrates an ability to work independently. Teamwork: Demonstrates ability to work as part of a team. Looking for a person who can contribute their own ideas, but also can work with others to create and develop projects and plans. Coaching & Mentoring: Possesses the ability to coach, mentor and develop employees on the the use of technology, productivity applications and business systems.</p> <p>Duties & Responsibilities:</p> <p>Customer Service</p> <p>Must learn to think of the customer as the most important part of the job. Involves dealing with and/or responding positively to complaints, problems, and sometimes negative and emotional behavior. Promotes a professional help desk image and sells the value of the help desk. Provides back-up support as needed to the IT Help Desk. Involved in on - call rotation. Creates detailed end-user documentation, including knowledge tips on the use of IT software and systems.</p> <p>Communication</p> <p>Keeps peers, customers, and manager informed of trends, significant problems, unexpected delays and anything new in the environment. Also communicates scheduled downtime or anything that affects the computing environment. Keeps customers informed of progress on problems that cannot be resolved on first call. Ensures appropriate management is informed of problems that are impacting groups of users.</p> <p>Problem Analysis, Resolution, and Prevention</p> <p>Ensures all help desk calls or email requests are logged in Service Management system and updates them. Troubleshoots perceived hardware and software problems; escalating to third-level support and various vendors when appropriate. Supports all IT Operations approved software applications; minimally, Microsoft Office, Windows operating system, Standard Desktop, Remote Access, Hardware Diagnostics Investigates causes, tests solutions, and puts solutions in place to reduce calls to the help desk. Strives to identify and address the root cause of a problem, not simply address the symptoms and works to eliminate recurring problems Promotes effective use of technology. Serves as escalation resource to analyze and resolve support issues. Watches for trends that indicate potential problems; providing proactive solutions when appropriate. Creates detailed technical documentation for software and hardware the IT department supports. This documentation is used to cross-train and mentor new personnel Reviews upcoming changes with the goal of knowing what is going into production and what could cause problems. Identify current operational process inefficiencies and provide recommendations for improvement</p> <p>Endpoint Support</p> <p>Setup and maintain all corporate workstations and other endpoints. Appropriately updates usage of hardware and software assets. Install hardware components, including but not limited to, video cards, network interface cards, and cabling.</p> <p>Project management / coordination</p> <p>Takes the lead in major projects and other initiatives that fall under Desktop's area. Tracks progress, delegates work to other team members, provides status updates. Communicates with key stakeholders and brings up concerns before deadlines are missed.</p> <p>Training and Other</p> <p>Keeps current on all the technology used in the environment supported. Provides training to customers to provide understanding of technology. Supports various local community and marketing events, with their technology needs, e.g. marathons, celebration events, new store openings, etc. Performs additional related duties as requested or required.</p> <p>ADA Physical/Visual/Mental Demands: Positions requires ability to react to fast paced environment; verbally and in writing converse with other individuals; move and lift objects of 40 pounds; moderate amount of sitting; requires use of office equipment including telephone, personal computer, various hand tools, copy and fax machine; screwdriver, pliers, chip pullers and knife.</p> <p>Typical Working Conditions: Person in this position will travel occasionally. This is a hybrid (on-premise and off-premise) position. They would work alone at times as well as with other individuals with limited management. Normal work hours would be Monday through Friday between 7:30 and 5:00, with occasional evening and weekend hours as required.</p> <p>Point Factors Nature of Management Received: Work is performed under the general direction of IT Technical Support Manager. This person works independently within authority limits. Position requires individual initiative to recognize; research and solve problems; and meet goals and deadlines. The responsibility for the means to accomplish objectives rests with the person in the position.</p> <p>Judgment Exercised/Decisions Made: The person in this position is gathering and interpreting data on a daily basis when evaluating and troubleshooting internal customer problems. This position makes decisions regarding whether to escalate a problem to third-level support, vendors or other internal resources. This position requires the ability to comprehend and analyze facts and arrive at a decision or recommendation that will support the company's goals and initiatives. The person must be thorough and accurate in relaying information to others.</p> <p>Financial Responsibility: Financial loss could occur if the workstations and/or infrastructure are not available for our employees, which ultimately would impact our customers. The person in this position must be able to maintain the integrity and reliability of the computer systems.</p> <p>Responsibilities for Business Contacts: This position has extensive face to face and telephone contact with all employees at all facilities, hardware and software vendors and other service providers. Tact, discretion and resourcefulness will result in maintaining successful relationships and will enhance the opportunity to grow.</p> <p>Management Exercised: None Number of Employees Managed: None</p> <p>Job descriptions are subject to change, any questions regarding job responsibilities can be directed to management.</p>