Desktop Technician II

The Desktop Technician II provides client support for incidents and service requests related to Information Services (IS) equipment. Responsible for the planning, scheduling and installation of new hardware and, * Responsible for the configuration, installation and support of all client IS equipment to ensure optimal performance using established configuration standards, tools and procedures.

• Coordinates with users, project staff, vendors, level 3 support and Application Analysts to prepare installation plans.
• Ensures that all IT equipment installed is in compliance with Ellis regulatory standards for safety. Responsible for installing cable management for all equipment installed.
• Configures computer hardware using standard approved images through SCCM 2012 R2 or other approved methods.
• Performs hardware and software installations and upgrades and routine preventative maintenance.
• Ensures that all software is installed in accordance with supplier’s license conditions and procedures. Advises users that they need to be in compliance with software license agreements, restrictions and copyrights.

• Keeps abreast of developments relating to IS Equipment including hardware and software and utilized this knowledge to support the organization.

• Applies advanced troubleshooting skills to resolve complex incidents and service requests.

• Works closely with the Help Desk staff, Network staff, Client/Server staff, Application Analysts and users in a leadership role to resolve incidents and service requests in compliance to the Ellis standards and Service Expectations standard.
• Analyzes system malfunctions, including computers, mobile devices, printers and telephones taking appropriate corrective action in a timely fashion.
• Works with the required teams and/or external vendor support for application troubleshooting.

• Escalates any unresolved problems to the next support level providing all troubleshooting information.

• Documents services provided and shares troubleshooting techniques with others.

• Provides complete and accurate documentation of reported issues and implemented solutions
• Documents tasks in sufficient detail for the data to be useful to other technical Support staff members.

• Provides complete, accurate and updated documentation for all software setups, licensing information and department specific information.

• Ensures asset tracking information for all equipment deployed including desktop computers and peripherals, telephones, mobile devices, printers, and other equipment is accurate and current for inventory reporting purposes.

• Maintains an accurate database of hardware and software, which includes but is not limited to the Ellis asset tag and the serial number.

• Inspects telecommunications closets on a scheduled basis to ensure that they are in compliance with Ellis standards.

• Trains users in the use of all IT equipment.

• Provides users with training and assistance in the use of all Ellis approved IS equipment and software.
• Trains users and works with users to provide technical solutions that are consistent with our department’s standards for installing hardware and software.
• Provides training and assistance to IT Service Desk and level 1 End User Computing technicians.

• Provides 2nd Level technical support to internal and external customers/users via telephone for all IS equipment and application software.

• Responsible for medium to large sized hardware and software deployments, departmental relocations and provides support to the IT Service Desk.

• Works with project staff to configure and install IT equipment as outlined on the project plan.
• Provides written updates for assigned projects to project/team leader.

• Associates degree in information systems, or related field (2 years’ experience supporting IT equipment in a networked environment may substitute for degree).
• Minimum of three years’ experience supporting IT equipment in a networked environment., * Bachelor’s degree in a related field and/or Microsoft Certified Desktop Support Technician (MCDST), * Should be able to push/pull, lift/move 15 lb., be able to perform moderately difficult manual manipulations such as using a keyboard, writing, and filing for extended periods of time, must be able to perform tasks which require hand-eye coordination such as data entry, typing and using photo copiers. Mobility requirements may include the ability to be stationary at a workstation for a prolonged period time in addition to being able to squat or be mobile for a reasonable length of time and distance. Communication requirements include the ability to comprehend the spoken English language in addition to being able to communicate and read the English language.