Site Support Tier 2 Technician

The person in this position will provide telephone, walk-in or office support services, image PCs, Apple and mobile devices in addition to the assessment of customer needs, resolution of issues and documentation of steps taken. The technician may assist with onboarding customers. The technician may also perform the following: Mobile Device Management (MDM), Client Configuration Management, and End User Support. Performs other duties as assigned., * Intermediate OS support, intermediate account support, intermediate software support, intermediate hardware support, deploying Mac, Windows and iOS images to devices, assist customers with setup and configuration of devices, and document customer requests and steps taken to resolution.

• Image PCs, Apple and mobile devices. To include advanced hardware support; building, maintaining and deploying Windows, Mac, and iOS images.
• Provide technical support to end-users via phone, email, or in person, resolving issues promptly and effectively.
• Diagnose and troubleshoot RSS hardware, software, and network problems, implementing timely solutions to minimize downtime.
• Install, configure, and maintain laptops, iPads, printers, SmartBoards and other peripheral devices, ensuring optimal performance and reliability.
• Collaborate with team members to assist in the setup and maintenance of user accounts, access permissions, and security protocols.
• Analyzing and identifying trends in issue reporting and devising preventive solutions
• Onboard customers which consist of imaging all PCs, Apple and mobile devices, and scheduling customers to receive their IT equipment.
• Document support interactions, solutions provided, and troubleshooting procedures, maintaining accurate records for future reference.
• Foster positive relationships with end-users, customers, and partners, delivering superior customer service and support experience.
• May travel to Korea and Alaska to support customers for device life cycle replacements or major upgrades

• Educational requirements include an AS/AA Degree in a related discipline from an accredited college or university or the equivalent technical experience.
• Knowledge of macOS, Windows, and iOS
• Current Passport, * IAT Level II (CCNA Security, CSA+, GICSP, GSEC, Security+ CE, or SSCP) Certification. Requires any one of the certifications mentioned.
• Applicable Computing Environment / Operating System Certification

Desired Qualifications:

• Apple Device Support certification
• Knowledge of JAMF Pro, * Technical support: 1 year (Preferred)

Pulled from the full job description

• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Health savings account
• Dental insurance
• Flexible spending account, * 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance