Service Desk Technician II-NA
POSITION SUMMARY: Provides intermediate level support for hardware, software and mobile device issues. Works directly with end users, both in-person and remotely, depending on the situation. Resolves intermediate and advanced issues or dispatches to the appropriate team.
FUNCTIONS OF THE JOB:
Essential Functions: which may be representative but not all inclusive of those commonly associated with this position.
Identify and initiate resolutions to intermediate client device issues and concerns associated with office automation equipment including the following:
Physical workstations
Windows desktops and laptops
Mac desktops and laptops
Windows virtual workstations
Mobile Devices
Smartphones
Tablets
Workstation peripherals including (but not limited to):
Displays
Input devices (keyboards, mice, etc)
Local printers
Enterprise multi-function printers
Paper jams
Toner replacement
Engage service provider as needed for additional maintenance
Plan and coordinate the building and delivery of client workstation hardware
Windows desktops and laptops
Mac desktops
Plan and coordinate the installation and implementation of office automation hardware and software per department standards and procedures.
Maintain software and hardware to provide manual upgrades as necessary and ensure appropriate security levels are maintained.
Uphold the enterprise policy guidelines as well as recommend new and improved guidelines to ensure compatibility and better service to enterprise users of personal computers.
Maintain current technical expertise in the rapidly changing technology of microcomputers and utilizes state-of-the-art techniques when implementing office automation solutions.
Maintain a positive working relationship with all enterprise departments to optimize working relationships and communication.
Other duties as assigned.
Regular attendance.
Supports our BMI Core Values and cultivates a culture of diversity and inclusion.
Physical/Visual Activities or Demands: Physical/visual activities or demands that are commonly associated with the performance functions of this job.
Sitting, talking, hearing, walking.
Concentrated mental and visual attention with normal hand-eye coordination.
Clarity of vision at 20 inches; corrected or uncorrected.
Occasional moving of 1 to 25 lb. items.
Travel as needed, up to 25%.
Environmental/Atmospheric Conditions: Environmental and atmospheric conditions commonly associated with the functions of this job.
Normal office conditions.
POSITION QUALIFICATION REQUIREMENTS
Education: Bachelor’s Degree in computer science, business administration or related field preferred.
Experience:
Four years providing hardware/software technical support in a corporate environment
Four years supporting client workstation hardware
Four years supporting enterprise level multi-function printers
Four years supporting Windows OS in a corporate environment
One year supporting MacOS in a corporate environment
Skills and Abilities: which may be representative but not all inclusive of those commonly associated with this position.
Proficiency in installing and supporting various types of PC software, hardware and peripherals.
Familiarity with network topology and the ability to discern networking issues when troubleshooting reported issues.
Strong communication skills: written, verbal, comprehension
Strong customer service skills
License(s)/Certifications Preferred:
A+
MCDST
MCP
MCSE
This job description in no way states or implies that these are the only duties to be performed by the employee occupying the position. Employees may be required to follow other job-related instructions and perform other job-related duties as requested, subject to all applicable state and federal laws.
“Commonly associated” is not intended to mean always or only. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.al functions.