IT Service Center Technician II (on-site)

Republic Airways; Indianapolis (IN); Presencial; USD 52.000 - 68.000; Jornada completa

Descripción de la vacante

Republic Airways is seeking an IT Service Center Technician II to provide Tier 2 support for hardware, software and systems across the organization. You will troubleshoot, deploy desktop hardware, manage user accounts, and mentor junior staff in service desk best practices.

Responsibilities include coordinating with vendors, ensuring timely completion of requests and documenting steps in the incident system. Travel up to 50% may be required.

Formación

• MS certifications and a high school diploma or GED are required.
• At least 3 years related experience in IT support.
• Working knowledge of Windows networking and operating system.
• Good oral and written communication skills.

Responsabilidades

• Provide Tier 2 end-user support for hardware, software and systems.
• Track and log resolution steps in the IT Service Desk system.
• Configure and deploy desktop hardware and peripherals.
• Repair hardware and software as needed.
• Troubleshoot wireless networking and connectivity.
• Manage user accounts and logon issues.
• Mentor new associates on service desk policies, procedures.
• Liaise with vendors regarding service needs.
• Assure timely completion of service requests.

Conocimientos

AD background

VM background

Windows servers

Office 365

Azure AD

Documentation

Process knowledge

Windows networking

MS certifications

Communication skills

Educación

High school diploma or GED

MS certifications

Herramientas

Microsoft Certified Professional

Descripción del empleo

POSITION PURPOSE

Provides technical assistance and support to end users for hardware, software, and systems matters. Troubleshoots and analyzes problems to determine whether problem is caused by hardware, software, or systems. Responds to all requests in a prompt and timely manner.

Essential Duties

• Serves as point of contact to end users for hardware, software and system assistance, requests, inquiries, and/or problem solving; interfaces with end users via phone, instant messaging, email and/or in person.
• Recognizes, researches, isolates, and follows-up on Tier 2 user problems, escalating more complex problems to the Specialist for review and resolution.
• Tracks and logs details of work performed including resolution steps in IT Service Desk incident management system.
• Configures and deploys desktop hardware including PC, laptop and peripherals (including operating system).
• Repairs hardware and software.
• Installs software for deployment.
• Configures or troubleshoots wireless networking and connectivity.
• Configures user accounts, such as Windows and other systems requiring user accounts.
• Assist end users with logon and password issues.
• Mentors new associates to policies and practices relating to the service desk.
• Acts as liaison with software and hardware vendors regarding service needs.
• Responds to questions, applying knowledge of computer software, hardware, systems, and procedures; assures timely completion of service requests.
• Performs other duties as assigned.
• AD background
• VM background
• Windows servers
• Cloud Service Knowledge specifically Office 365 and Azure AD
• Knowledge in Documentation and process

Job Category

Information Technology

IT Service Center Technician II

POSITION PURPOSE

Provides technical assistance and support to end users for hardware, software, and systems matters. Troubleshoots and analyzes problems to determine whether problem is caused by hardware, software, or systems. Responds to all requests in a prompt and timely manner.

Essential Duties

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Serves as point of contact to end users for hardware, software and system assistance, requests, inquiries, and/or problem solving; interfaces with end users via phone, instant messaging, email and/or in person.
• Recognizes, researches, isolates, and follows-up on Tier 2 user problems, escalating more complex problems to the Specialist for review and resolution.
• Tracks and logs details of work performed including resolution steps in IT Service Desk incident management system.
• Configures and deploys desktop hardware including PC, laptop and peripherals (including operating system).
• Repairs hardware and software.
• Installs software for deployment.
• Configures or troubleshoots wireless networking and connectivity.
• Configures user accounts, such as Windows and other systems requiring user accounts.
• Assist end users with logon and password issues.
• Mentors new associates to policies and practices relating to the service desk.
• Acts as liaison with software and hardware vendors regarding service needs.
• Responds to questions, applying knowledge of computer software, hardware, systems, and procedures; assures timely completion of service requests.
• Performs other duties as assigned.
• AD background
• VM background
• Windows servers
• Cloud Service Knowledge specifically Office 365 and Azure AD
• Knowledge in Documentation and process

Required Knowledge, Skills And Abilities

The requirements listed below are representative of the knowledge, skill, and/or ability necessary to perform this job.

EDUCATION And/or EXPERIENCE

• MS certifications
• High school diploma or general education degree (GED).
• At least 3 years related experience.
• Working knowledge of Windows networking and operating system.
• Good oral and written communication skills.

PREFERRED EDUCATION And/or EXPERIENCE

• Specialty training beyond high school in Information Technology.
• A+ Certificate and certification as a Microsoft Certified Professional preferred.

Language Skills

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

REASONING/PROBLEM SOLVING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

DECISION MAKING

Makes limited decisions and determines best methods to solve problems by referring to established precedents and policies. Impact of decisions is moderately low.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.

• Able to move about the work environment.
• Frequently required to stand, walk, sit, talk and hear.
• Lift up to 25 pounds as often as up to 35% of the time.
• Able to focus with clear vision at 20 inches or less (computer screen).

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an associate encounter while performing the essential functions of this job.

• Typically, not exposed to extreme environmental conditions.

Travel Requirements

Travel up to 50% of the time, including overnight stays.

Additional Job Description

• Management Level: Individual Contributor
• Job Family: Information Technology
• Job Classifications: 2 - Professionals (EEO-1 Job Categories-United States of America). Non-DOT - Non-DOT Position (DOT Job Categories-United States of America)

Equal Opportunity Employer, Disability and Veteran Accommodations

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.