SUMMARY: The IT Service Desk Support Technician II is a position that identifies and analyzes technology incidents and develops solutions to resolve.This position is focused on customer service with a high level of technical support for our internal and external Vaco users. ESSENTIAL FUNCTIONS: Provides PC/Mac-related technical support by resolving hardware and advanced software issues through expertise in MS Windows and Mac OS platforms; MS Office suite; TCP/IP, VPN, viruses/malware, printers, and peripherals, managing system access, etc. Uses Autopilot to manage end user computers for new customers. Uses remote control software (such as TeamViewer or Skype for Business) to upgrade/troubleshoot customer computers Identifies, researches, resolves, and documents complex technical problems. Advises customers of IT best practices and hardware and software care and maintenance. Escalates and provide liaison support for warranty issues to the appropriate manufacturer. Ensures timely communication with customers, co-workers, and management. Provides executive technology support. Audio/Visual and videoconferencing end user support. Travel will be required to Vaco offices for onsite support. Required Qualifications. 2 years' experience in a technical Level 2 IT Service help desk role, OR 5 years' level 1 IT service desk work experience. Technology inventory management and ordering. Desired Certificates and Licenses.A+ CertificationSecurity+ CertificationNetwork+ Certification Other Required Qualifications: Experience writing documentation and knowledgebase articles. Experiencing managing small projects and initiatives. Experience troubleshooting complex computer hardware problems. Experience manipulating computer bios and registry settings. Hands-on hardware repairs (RAM; HDD/SSD; laptop displays, keyboards, trackpads, top/bottom cases, etc.) Excellent communication skills. Proven problem-solving skills, analytical skills, and conceptual thinking skills. Superb time management skills. Proficient computer skills (Microsoft Word, Excel, PowerPoint, Outlook, Internet Browsers) Proficient in Windows and the Microsoft Office Suite (Outlook, Word, PowerPoint, Excel, Access) Strong attention to detail. Excellent communication skills, both written and verbal. Excellent organizational and multi-tasking skills. Ability to prioritize and meet deadlines. Self-directed, able to work effectively with limited supervision. Ability to work with a variety of people, excellent soft skills. Flexibility to work outside of standard business hours. Ability to pass required background check. Desired Qualifications: Familiarity with Android and iOS mobile platforms. Experience with VoIP systems. Experience with Zendesk ticketing systems and processes. Experience in IT asset management. Systems Management processes: Experience with Office 365 administration. Experience administering Azure Cloud products (AD, Assets, Share point)
