Service Technician II – IT Help Desk
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Job Description
IT Service Technician II providing hardware support and repairs for VytlOne. Investigate and resolve hardware, software, and communication problems for user departments.
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:
- High School graduation or equivalent is required
- Bachelor’s Degree in Management Information Systems, Computer Science or related field or equivalent technical/vocational certification or equivalent experience is preferred
- 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.
Benefits:
- Comprehensive mental health and wellbeing resources
- Nationwide Blue Cross Blue Shield PPO with employee-friendly plan design, including a $850 individual annual medical deductible and $25 office visit copays, with low biweekly premiums
- Company-paid basic life/AD&D, short-term and long-term disability insurance
- Rx, dental, vision, other voluntary benefits, and FSA
- Employer-matched 401k Plan
- Industry-leading PTO plan
- And more!
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