The IT User Support Technician II is responsible for providing user support for workstation, application, peripheral, hardware, and service issues through telephone and email communication. This role will capture and satisfy user service requests, incidents, and problems as the initial triage for the Joint Tech team. Additionally, as the first point of contact between our customers and Joint Tech, the User Support Technician II will use their excellent technical and customer service skills, professionalism, and initiative to resolve issues and questions quickly and efficiently.

As of Monday, June 10, 2019 all IT User Support Technician/s II will meet the following education, experience, and certification criteria: All IT User Support Technician/s II hired prior to Monday; June 10, 2019 may be excluded from these requirements.

***This position is considered Hybrid, which means that individuals in this position may work both at an approved Offsite location and Onsite at a primary location or multiple locations based on Business Needs

Essential Duties:
The User Support Technician II MUST:
• Serve as primary point of contact for user’s who are contacting User Support via phone or email
• Identify, research, and resolve support tickets using User Support tools and processes
• Escalate issues if not able to resolve within departmental guidelines and processes
• Install, configure, and maintain computer equipment, peripherals and software for the user community
• Provide end user training and assistance where required.
• Help maintain and support client operating systems and end-user software, using remote administration tools.
• Support telecommunications including staging, building, programming, and deploying phones and supporting users.
• Support hardware deployment, including receiving, staging, imaging, and deploying workstations, printers, scanners, and
other peripheral devices.
• Troubleshoot and resolve hardware and software problems on workstations and portable devices.
• Update end user accounts, including applying/updating permissions, and access rights in accordance with Joint Tech
processes regarding privacy, security, and regulatory compliance.
• Disable account access as part of the off-boarding process
• Provide on-call after hours support on rotational schedule.
• Develop and document resolutions to common Help Desk issues and workflows and make recommendations for process
improvements.
• Have the ability to troubleshoot technical issues related to PC hardware and ancillary hardware, Windows operating systems,
Microsoft Office products, remote support tools, Active Directory, and encryption products
• Strong Customer Service skills
• Travel to other offices/sites/clinics to provide support as needed.
• Log all support issues accurately and in a timely fashion using departmental support tools and processes
• Provide excellent customer service, including taking ownership of site-wide IT related issues.
• Ensure all actions; job performance, personal conduct, and communications, etc. represent Joint Tech in a highly professional
manner at all times.
• Act as point of contact with vendors to resolve technical problems with desktop computing equipment and software
• Comprehend customer requirements and make appropriate recommendations/briefings
• Assist with tasks for Joint Tech or customer projects
• Scope out equipment and software for customer projects
• Working with minimal supervision with the ability to take the initiative to improve upon existing processes, creating new
ones, and gaining approval
• Create service-level and other metrics-based reports
• Perform other duties as assigned.

MINIMUM EDUCATION:
•High School Diploma
PREFERRED EDUCATION:
•Associate’s Degree in Information Technology related field
MINIMUM EXPERIENCE:
•3 Years of desktop support experience
PREFERRED EXPERIENCE:
REQUIRED CERTIFICATIONS/LICENSURE: Holds and maintains these certifications as a professional. Lapsing/expiration of these certifications/licensure will result in suspension of work:
•Comptia A+ Certification
PREFERRED CERTIFICATIONS/LICENSURE:
•Comptia Security+ Certification
•Cisco CCNA Certification
•NET+ Certification