Service Desk Support II

DUTIES AND RESPONSIBILITIES:

• This role will work closely with the IT Manager to provide leadership and guidance to other Service Desk technicians.
• Assist in ensuring that the IT Service Desk team delivers consistent IT services to our team members according to identified procedures and objectives in a timely manner.
• Will provide second-tier hardware, software and networking support to team members for PC, thin client, server, business applications and hardware incidents.
• Set up and configure IT equipment to accurately meet identified requirements.
• Interact with various IT support teams such as Network, Server, Systems Analysts and/or applications development to restore service and/or identify and correct core problem.
• Identify recurring problems and recommend changes to reduce problems and/or improve team member experience.
• Accurately enter, update and resolve all tickets associated with service desk requests and issues.
• Successfully manage, organize and prioritize incidents, projects and requests.
• Perform break-fix support for PCs, laptops, desktops, and network printers.
• Assist in the development of procedures and policies that define acceptable and effective use of the desktop environment.
• Ability to communicate effectively and ask targeted questions to diagnose problems.
• Other duties as assigned.
  
  

KNOWLEDGE, SKILLS AND ABILITIES:

• Proven strong leadership abilities.
• Strong troubleshooting skills: Providing root-cause analysis for issues.
• Knowledge of PC/laptop hardware, Windows Desktop operating systems and basic networking in a distributed enterprise business environment.
• Basic understanding of network fundamentals (router, switch, firewall, VLAN, DHCP, and IP addressing and sub-netting).
• Experience working with ITIL based ticketing system.
• Thorough understanding of printer server, file server, and Active Directory operations.
• Ability to create clear and concise documentation.
• Ability to provide advanced hardware troubleshooting and diagnostics for desktop, laptop and thin client computers along with associated peripheral equipment.
• Ability to travel.
• Experience with the following may are a plus:
• Service Now
• AS400
• Web applications
• InTune
• Windows Imaging
• Terminal Services
• Microsoft Office 365 products
• Thin client support
  

Reasonable accommodations may be made to those who are able to perform the essential duties of the job.

EDUCATION AND EXPERIENCE:

Prefer at least two years college-level work in Information Technology or related field with 4-year experience in IT support. Formal education may be substituted with experience and training when competency in the position is demonstrated.

WORKING CONDITIONS:

This work is performed in an office setting with minimal to moderate noise due to computers, printers, and people.

Steel Technologies is a safety-sensitive workplace. All employment offers are contingent upon results of a 10-panel drug screening, including marijuana.

What We Can Offer:

• Medical, Dental, and Vision
• Competitive Wellness Program, providing up to 100% discount on medical premiums
• Short-Term and Long-Term Disability
• Supplemental Insurance through Allstate for additional coverage on accidents + cancer
• Employer-Paid Life Insurance
• 401(k) after 60 days of employment + competitive match after one year
• Health Savings Account and Flexible Spending Account
• Great discount programs in automotive, technology, and more
• Education Assistance is available for job-related courses to further your education, with up to 100% paid tuition for maintenance-related coursework and certifications
• Career Advancement Opportunities
• Teammate Assistance Program (TAP) which offers professional assistance for Counseling, Financial, Legal, and Family services
  
  

Steel Technologies is an equal opportunity employer and considers all qualified applicants without regard to any classification protected by federal, state and/or local law.