Endo

IT Deskside Support Technician II

Endo

full-time

Posted on:

Location Type: Hybrid

Location: Hazelwood • Montana • United States

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About the role

  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
troubleshootingtechnical supportActive DirectoryMicrosoft productsimage loadingsoftware installationremote assistanceend-user trainingnetwork connectivityPC provisioning
Soft Skills
problem-solvingcommunicationcollaborationlisteningindependencesensitivitydiplomacyadministrative skillsteamworkcustomer service
Certifications
Associate degree in Information TechnologyBachelor degree in IT field