Hybrid IT Deskside Support Technician II

at Endo

• Job title: IT Deskside Support Technician II
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Associate's Degree
• Location requirements: Hybrid, Hazelwood, United States

About the role

• IT Deskside Support Technician II providing support to users in Hazelwood, MO. Responsible for troubleshooting and resolving issues with various end user technologies.

Responsibilities

• Provides telephone and on-site support during normal operating hours.
• Support users either on the phone or at desk side visit, troubleshooting problems via remote control (SMS/Remote Assistance).
• Searching team resources for approved solutions, timely documentation of all tickets with follow through to closure, writing end-user communications, as well as developing/delivering end-user training.
• Escalate issues as needed to other support teams.
• Provisions, installs, and troubleshoots end user technologies including PCs, telephones, teleconference, mobile devices, file shares, SharePoint sites and other technology.
• Provides technical support to business area management and staffs for personal computer systems software, hardware and network connectivity; including Microsoft product solutions, active directory, mobile devices, etc.
• Participates in an on-call rotation.
• Provisions users in Active Directory and other applications.
• Images workstations and provides back-up support to the hardware configuration center with standard image load and software installations.
• Participate in staff meetings and team meetings as required.
• Develop understanding of general industry usage of supported technologies.
• Develop basic understanding of business processes and business dependencies on supported technologies.
• Develop relationships within IT and with supported customers to improve collaboration and teamwork necessary to accomplish organizational objectives.
• Participate in a development planning process where employee career goals are defined & understood and development activities are incorporated into the employee objectives.

Requirements

• Minimum requirement is an Associate degree in Information Technology or related business field or equivalent relevant experience.
• Three years Information Systems experience is required.
• The preferred education and experience is a Bachelor degree in IT field (computer science, information systems, etc.) with a minimum of five years of experience in a Help Desk or Desk-side Support role.
• Extensive working experience with required technologies and can handle advanced & complex tasks.
• Viewed as a "go to" person for hardware and operating system issues.
• Advanced problem-solving skills including working collaboratively with peer technical teams to analyze & resolve hardware and software issues on all platforms supported by desk-side.
• Strong understanding of how supported technologies are used in the business operation, consistently uses this knowledge effectively in daily support and handling unusual/critical issues.
• Strong verbal & written communication skills. Communications are complete & understandable to target audience; Demonstrates effective listening skills; regularly handles difficult customers or situations effectively requiring sensitivity and diplomacy.
• Often works independently with only general direction; appropriately keeps management informed of relevant issues.
• Handles a wide range of administrative tasks effectively while managing an overall task workload that may include technical activities.

Benefits

• Health insurance
• Paid time off