Technician II - Service Desk

Job Purpose

The Technician II provides advanced technical support for end users and systems across multiple locations. Building on the foundational skills of the Technician I role, this position takes on more complex troubleshooting, contributes to standards and best practices, and works closely with other departments to support networking and server environments. The Technician II operates with minimal supervision and often serves as a resource for other technicians.

Essential Duties and Responsibilities

• Perform advanced troubleshooting for hardware, operating systems (Windows/macOS), networking, and server issues.
• Install, configure, and maintain desktop and laptop hardware, software, and peripherals.
• Develop and maintain standards for personal computer, printer, and device configurations.
• Research, recommend, and implement industry best practices for end-user computing support.
• Lead efforts in endpoint security management, including antivirus protection and system patching.
• Install and monitor software upgrades, updates, and service packs for endpoint devices.
• Collaborate with other departments to ensure reliable operation of network and server systems.
• Provide remote support using enterprise tools and technologies.
• Document incidents, resolutions, and process improvements in the service desk system.
• Mentor and assist Technician I staff in developing technical and troubleshooting skills.
• Perform other duties as assigned.

Qualifications

• Strong knowledge of computer hardware, Windows/macOS operating systems, and networking.
• Proficiency with automated software deployment and remote support tools.
• Experience supporting server and network environments.
• Advanced analytical and problem-solving skills for diagnosing hardware, software, and connectivity issues.
• Ability to work independently with minimal supervision.
• Strong communication skills with both technical and non-technical users.
• Demonstrated ability to manage multiple priorities under deadlines.

Education and Experience

• Associate degree in Information Technology or related field, or equivalent work experience.
• Previous experience in technical support or systems administration.

Other Requirements

• Valid driver's license.
• Ability to lift/move up to 50 pounds occasionally.
• Willingness to travel occasionally between sites.