IT Support Technician II
Position
Summary:
The IT Support Technician II roles represents a senior or experienced team member that can perform all of the daily functions of the IT Support Technician I and make additional contributions to:
Contact Center Lead, Knowledge Management, Incident Management and Problem Management.
The candidate must demonstrate the ability to work on projects independently with minimal or no direction.
The candidate must be able to track, monitor and provide recommendations on supporting Helpdesk processes without prompting.
Responsibilities:
1.
Responsible for providing front line support to store and corporate end users with a wide variety of IT and facilities issues2.
Ability to perform the basic core Request Fulfilment and Incident Management functions of the IS Support Technician role3.
Provide training and mentorship to new IS Support Technicians4.
Responsible for reviewing and approving new or existing Knowledge Management records5.
Responsible for identifying, creating and communicating Problem Management records6.
Responsible for acting in a Contact Center Lead role and providing workflow direction to the support staff Working Relationships:
The IT Support Technician II will be responsible for working with a variety of internal groups and external vendors to coordinate and provide parts, service and support to our end user community.
These relationships are critical to meeting support expectations.
Minimum Education:
High School Diploma, GED, Some Technical CourseworkPreferred Education:
Associates or Bachelor's DegreeMinimum
Experience:
1-2 years' experience in a retail call center environment.
Must have knowledge of Microsoft based operating systems and basic understanding of Desktop, Laptop and peripheral IT hardware set-up and configuration.
Preferred
Experience:
Experience working in a call center environment using ITIL based call center software.
Experience in ITIL Service Transition or Operation methodologies are a plus:
Incident Management, Request Fulfillment, Problem Management or Knowledge Management Licenses/Certifications:
A
or ITIL Foundations Certification preferred Soft Skills:
The following is required:
excellent verbal and written communication skills; ability to understand customer / end-user needs and translate them into technical terms; exhibited troubleshooting and problem solving skills; the ability to explain technical issues to non-technical users; solid time management and organizational skills; excellent attention to detail; and, ability to work well in a team environment.
Other:
Physical:
Must be able to lift 0-50 lbsTravel:
0-5%Hours & Conditions:
Based on business needOther:
NA Recommended Skills Attention To Detail Coaching And Mentoring Communication Coordinating Help Desk Itil Estimated Salary: $20 to $28 per hour based on qualifications.
Summary:
The IT Support Technician II roles represents a senior or experienced team member that can perform all of the daily functions of the IT Support Technician I and make additional contributions to:
Contact Center Lead, Knowledge Management, Incident Management and Problem Management.
The candidate must demonstrate the ability to work on projects independently with minimal or no direction.
The candidate must be able to track, monitor and provide recommendations on supporting Helpdesk processes without prompting.
Responsibilities:
1.
Responsible for providing front line support to store and corporate end users with a wide variety of IT and facilities issues2.
Ability to perform the basic core Request Fulfilment and Incident Management functions of the IS Support Technician role3.
Provide training and mentorship to new IS Support Technicians4.
Responsible for reviewing and approving new or existing Knowledge Management records5.
Responsible for identifying, creating and communicating Problem Management records6.
Responsible for acting in a Contact Center Lead role and providing workflow direction to the support staff Working Relationships:
The IT Support Technician II will be responsible for working with a variety of internal groups and external vendors to coordinate and provide parts, service and support to our end user community.
These relationships are critical to meeting support expectations.
Minimum Education:
High School Diploma, GED, Some Technical CourseworkPreferred Education:
Associates or Bachelor's DegreeMinimum
Experience:
1-2 years' experience in a retail call center environment.
Must have knowledge of Microsoft based operating systems and basic understanding of Desktop, Laptop and peripheral IT hardware set-up and configuration.
Preferred
Experience:
Experience working in a call center environment using ITIL based call center software.
Experience in ITIL Service Transition or Operation methodologies are a plus:
Incident Management, Request Fulfillment, Problem Management or Knowledge Management Licenses/Certifications:
A
or ITIL Foundations Certification preferred Soft Skills:
The following is required:
excellent verbal and written communication skills; ability to understand customer / end-user needs and translate them into technical terms; exhibited troubleshooting and problem solving skills; the ability to explain technical issues to non-technical users; solid time management and organizational skills; excellent attention to detail; and, ability to work well in a team environment.
Other:
Physical:
Must be able to lift 0-50 lbsTravel:
0-5%Hours & Conditions:
Based on business needOther:
NA Recommended Skills Attention To Detail Coaching And Mentoring Communication Coordinating Help Desk Itil Estimated Salary: $20 to $28 per hour based on qualifications.
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