IT Service Desk Technician II

Colonial Group; Escondido (CA); On-site; USD 52,000 - 68,000; Full time

Job summary

Colonial Group in Escondido, CA is seeking an IT Service Desk Technician II to support day-to-day IT operations, assist internal users, and escalate complex issues.

You will use ServiceNow for tickets, manage user accounts, deploy devices, and work on-site or remotely as needed, with travel about 25% as required.

Ideal candidates have 3–5 years in helpdesk, Office 365 admin, and strong communication skills to assist colleagues across the organization.

Qualifications

• 3–5 years of helpdesk/desktop support experience.
• Office 365 admin experience.
• 3–5 years in a Microsoft domain environment.
• Strong experience using Service Desk Tools.
• Strong verbal, written and interpersonal communication skills.
• Aptitude for learning new technology and helping others.

Responsibilities

• Provide Tier II support for IT issues and problems.
• Act as escalation point for advanced requests.
• Use tools and diagnostics utilities to troubleshoot.
• Build and deploy laptops, cell phones, and tablets.
• Follow procedures to ensure quality and uptime.

Skills

Customer support

Office 365 admin

Microsoft domain

ServiceNow

Azure

Intune

ADUC

Tools

ServiceNow

Intune

Azure

O365 admin portal

Verizon admin portal

AT&T admin portal

Job description

SUMMARY:The IT Service Desk Technician II is responsible for supporting the day-to-day responsibilities of the IT Department. The IT Service Desk Technician II responds to requests from internal users, as well as escalated requests, about technology issues and applies knowledge and expertise to resolve issues or respond to requests.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide Tier II support for any information technology issues and problems.
• Act as an escalation point of contact for advanced or difficult request.
• Use tools and diagnostics utilities to aid in troubleshooting.
• Build and deploy laptops, cell phones, and tablets.
• Follow checklist for procedures to ensure quality.
• Support all Baker employees both in office and out in the field / jobsites.
• Test fixes to ensure an incident has been adequately resolved.
• Provide assistance remotely by phone, email, in-person and using a ticket management system.
• Track issues and update the internal knowledgebase with issue resolution details.
• Track user account creation, changes, and deletions.
• Perform password resets.
• Support computers, laptops, tablets, smart phones, and applications.
• Monitor and elevate alerts from monitoring/antivirus systems.
• Monitor backup system alerts and elevate errors.
• Maintain user accounts including rights, permissions, and systems groups.
• Manage critical incidents.
• Quickly and accurately determine incident scope and impact.
• Follow up on tickets at pre-defined intervals until resolved.
• Write training manuals and train users.
• Walk customers through problem-solving process.
• Install, modify, and repair computer hardware and software.
• Set up equipment for new employee desk space.
• 25% Travel expected.
• Other duties as assigned by manager.

Key 30, 60, 90 Day Accomplishments

• Learning process and procedures - ServiceNow ticketing system, Onboarding, Exiting, and inventory
• Able to navigate and use Intune, Azure, and O365 admin portal.
• Able to navigate Verizon and AT&T admin portals.
• Understand the different departments needs in the organization.
• Exudes confidence in the process and procedures listed above, beginning to take further action.

EXPERIENCE, EDUCATION:

• 3 - 5 years of helpdesk/desktop support experience
• Office 365 admin experience
• 3 - 5 years’ experience in a Microsoft domain environment
• Strong experience using Service Desk Tools
• Strong verbal, written and interpersonal communication skills
• Proven aptitude for learning new technology and interest in helping others.
• Knowledge of Microsoft networked environment, including MS Windows server 2008, & 2012, Office 365, Windows 10.
• Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations.
• Ability to troubleshoot mobile devices, tablets, laptops, computers, etc.
• Ability to work in an independent work environment and be able to pivot from task to task.
• Confident creating users and groups in both ADUC and O365.
• Confident troubleshooting Windows 10 and using Windows 10 tools to diagnose issues.
• Proven troubleshooting skills in an enterprise environment.