About The Role

The Service Desk Technician II is accountable for delivering professional and exceptional Service Desk Support. A strong customer service mindset, a robust work ethic, and effective communication skills are essential for success in this role. The Managed Services team represents the forefront of the services organization, and this role will require engagement with a diverse clientele on a daily basis. This individual will play a critical role in ensuring Client Success and the overall uptime and performance of essential services.

Requirements

- Provides support via phone, e-mail, and chat to employees of corporate clients.

- Assists users in troubleshooting Outlook.

- Provides support for Microsoft Operating Systems (Windows 7, Windows 10, Windows 11).

- Provides support for Microsoft Office Products (Word, Excel, PowerPoint, Office365).

- Provides support for mobile devices, including configuration and email sync.

- Handles 50-60 issues per day efficiently and appropriately.

- Maintains regular and punctual attendance.

- Utilizes Active Directory database to reset network passwords.

- Assists users in adding and changing network printers.

- Provides technical support for VPN connectivity issues.

- Controls users’ computers utilizing remote access tools.

- Troubleshoots remote access connectivity problems.

- Demonstrates and actively promotes an understanding and commitment to the mission of the organization through behaviors consistent with its values.

- Maintains a working knowledge of applicable Federal, State, and Local laws and regulations as well as the organization’s policies and procedures to ensure adherence in a manner that reflects honest, ethical, and professional behaviors.

- Supports and conducts oneself in a manner consistent with client service expectations.

Qualifications

- 3-5 years of experience in a call center or service desk environment.

- Knowledge of various PC hardware and software applications, including:

- Operating Systems: Windows 7, Windows 10, and Windows 11

- Office 365 Support

- User creations/terminations (tasks/requests)

- End-user self-service tools

- Cloud support – multiple device data syncing

- ConnectWise or other ticketing systems

- Proficiency in Word, Excel, PowerPoint, Office365, Outlook, Lotus Notes, etc.

- Internet Service Provider (ISP), Cable Modem, and Internet Support.

- Effective troubleshooting and documentation skills.

- Experience navigating a knowledge base.

- Proficient use of Microsoft Office applications.

- IT troubleshooting expertise.

- Strong organization, time management, and prioritization skills.

- Completed High School Diploma/GED.

- Associate Degree in a Technical Field.