Service Desk Technician Tier II

The Service Desk II role requires a combination of superior customer service skills and technical aptitude. You will be responsible for providing Level II technical support for desktop, laptop, phone, mobile device, hardware, software, printers, peripherals, and other break/fix services. As an operational lead you will have direct involvement with supporting all technology aspects of our regional decorating and warehouse facilities. Ability to respond to incidents and service requests primarily in person, by telephone, or remote access. Provide timely resolution of incidents and escalations on behalf of end users, customers, and appropriate technical staff.

WHAT YOU WILL DO

• Process Level I and Level II incidents and service requests
• Provide leadership and guidance to Level I support analysts
• Monitor respective queues and handle tickets to ensure incidents and service requests are addressed in a timely manner
• Maintain situational awareness to identify and report issues that are not in compliance with established policy or that pose a threat to the effectiveness or integrity of the IT environment
• Detailed communication with end users as required to keep all parties informed of issues, progress, changes, and resolutions
• Monitor network and systems alerts and respond accordingly
• Coordinate activities with Service Desk, Infrastructure and Procurement
• Maintain commitment to continuous process improvement
• Willingness to be available for after-hours support and able to work extended hours when necessary
• All other IT tasks as assigned

Do you have experience in Windows?, Knowledge/Skills/Abilities

• Self-motivated achiever who gains satisfaction from providing excellent customer service
• High degree of initiative, mature judgment, and discretion
• Consistently seeks to develop self and skills needed to be prepared for future opportunities
• Proven track record of handling tasks single handedly
• Professional, teachable, willing to learn and open minded
• Technical certifications such as CompTIA A+, N+, MCP, MCSA, CCNA
• Experience supporting Zebra 4XX printers, Honeywell and Datalogic RF handheld scanners a plus
• ITIL Service Management experience

Education/Experience

• Must perform well in dynamic team-oriented environments
• Experience in maintaining troubleshooting a wide variety of systems and networks to include high volume/high availability systems.
• Strong knowledge of various technologies and practices including Microsoft Windows, Microsoft Office, Remote Desktop support, and basic LAN/WAN concepts
• 5+ years of desktop support, customer support and/or helpdesk experience
• 5+ years of experience with Microsoft Operating Systems in a support role
• 5+ years of hands-on experience with end-user support processes for workstations, servers, mobile devices, and peripherals
• Adeptness with Microsoft Office 365 and productivity applications
• Demonstrated knowledge in Microsoft server configuration and administration including Active Directory and GPOs

PHYSICAL REQUIREMENTS

This job is operated in a professional warehouse office environment. Largely a sedentary role with some filing requiring the ability to lift files, open filing cabinets and bending or standing on a stool as necessary. The ability to sit or stand for long periods through meetings and while operating office equipment, PC's, laptop, telephone will be required.

Ability to stand for long periods of time with repetitive body movements and lifting up to 75 pounds.

While performing the duties of this job, the employee is regularly required to stand for long periods of time. Repetitive movement of the body is required on a regular basis. The position requires lifting of no less than 15-35 lbs. on a regular basis. Must be able to tolerate working in a non-climate-controlled environment.

Pulled from the full job description

• AD&D insurance
• Health insurance
• 401(k) matching
• Health savings account
• Flexible spending account
• Disability insurance
• Paid holidays, We are committed to putting you and your families first. For benefits eligible roles, we offer a variety of choices and costs as well as program enhancements that align with our responsibility to elevate the employee experience. Some of our offerings include:
• Comprehensive Health Care Benefits
• HSA Employer Contribution/ FSA Opportunities
• Wellbeing Program
• 401(k) plan with company matching
• Company paid Life, AD&D, and Short-Term Disability
• Generous My Time Off & Paid Holidays
• Varsity Brands Ownership Program
• Employee Resource Groups
• St. Jude Partnership & Volunteer Opportunities
• Employee Perks including discounts on personal apparel and equipment!

At Varsity Brands, we believe every student deserves the opportunity to succeed and every educator wants to make a difference. It takes a team to make a real impact, and through our two divisions - BSN SPORTS and Varsity Spirit - and our network of 6,000+ employees and independent representatives, we are proud to partner with a wide range of educational institutions and club and professional sports to transform the student journey in SPORT and SPIRIT., Varsity Brands companies are equal opportunity employers. Qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, citizenship, gender, sexual orientation, gender identity, veteran's status, age or disability.