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Support Technician II

Location : Plano Texas
Job Type : Direct
Compensation : 25.00 USD/HOUR
Hours : Full Time
Required Years of Experience : 2
Travel : No
Relocation : No

Job Description :

Support Technician II Position Requirements
Description:
Provides support to end users for computer, application, system, device, access and hardware issues.
Responds to telephone, email and on line requests for technical support. Identifies, researches and
resolves complex technical problems. Escalates vendor specific issues to vendors supports teams as
necessary. Creates knowledge base articles for use but end-users to address common problems.
Technical area of responsibility includes standardized technologies and systems. Documents, tracks, and -monitors the problem using applicable systems and tools. May coordinate with other teams or
departments to resolve user problems. Gains or has attained full proficiency in a specific area of
discipline. Works under moderate supervision.


 


 


Required Qualifications :

Experience:
• Helpdesk and desktop support experience supporting users at all levels
• ITSM/Ticketing system experience
• Experience with desktop and server operating systems, including experience with
Windows 7, Windows 10, Windows Server/Terminal Server 2008r2/2012/2016.
• Application support experience with Active Directory, Group Policy Management,
Remote Desktop Management and Licensing, DNS and DHCP
• Supporting/troubleshooting MS Office (Excel, Word, Powerpoint, Outlook)
• Printer configuration and troubleshoot (Direct Connected & Networked)
• Familiarity with PC imaging software such as Acronis, Fog, Ghost
• Switches/routers/wireless networks (basic troubleshooting - Onsite & remote) - ability
to traverse the first three layers of the OSI model in effectively troubleshooting
• Basic connectivity of laptops, PCs, etc.
• Mobile Device Configuration/Support (smart phone, tablet)
• Active Directory & Exchange (Accounts, Logins, Password Resets etc.)
• Strong documentation skills.


 


Attributes:
• Demonstrates good customer service skills and empathy.
• Professional presentation
• Great communication skills with users of all ages/skill levels/etc. (Customer base may
not be technically savvy)
• Ability to multi task
• Strong desire to solve problems and make things better
• Thinks clearly in difficult situations and know when to escalate and ask for help
• Ability to work calmly in urgent or stressful situations (Supporting hospitals where the
end users could be in a panic/angry)
• Highly Self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in and contributing to a team-oriented, collaborative environment.


 


Soft Skills:
• Professional presentation – the executives work in this office
• Great communication skills with users of all ages/skill levels/etc. (main user base is vets
who may not have any technical knowledge)
• Ability to multi task well
• Ability to think out of the box, troubleshoot and resolve/know when to escalate
• Able to work calmly in urgent situations
• Highly self-motivated
• Keen attention to detail
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Exceptional customer service orientation.
• Experience working in a collaborative team environment.
• Take initiative to make things better.
• Lead by example.


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