IT Service Desk Technician II

Rochester Electronics; Newburyport (MA); On-site; USD 32,000 - 43,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Prescription drug coverage

Paid time off

401K match

Flexible Spending Account

Job summary

Rochester Electronics is seeking a Tier 2 IT Support Technician to provide on-site and remote assistance from our Newburyport campus (with some support at Portsmouth), working 8:00 a.m. to 5:00 p.m.

The role focuses on resolving complex inquiries, PC deployment using Intune and SmartDeploy, printer setup, new-hire orientation, software installations, and maintaining conference room equipment. The position emphasizes thorough ticket documentation in ServiceNow and Trello, proactive end-user

Qualifications

• Associate of Science degree or equivalent technical training.
• Minimum 3 years’ experience in Service Desk/IT support.
• Proficient in Microsoft Windows and Active Directory.
• Basic networking knowledge, VPN and MFA familiarity.
• Experience with ticketing systems and documenting resolutions.

Responsibilities

• Provide Tier 2 IT support for onsite and remote employees.
• Troubleshoot and resolve escalated issues and inquiries.
• Configure and deploy PCs using Intune and SmartDeploy.
• Set up printers and conference room equipment.
• Conduct new-hire technology orientation and software installs.
• Document processes in the knowledge base and update tickets with progress.

Skills

Customer service

Troubleshooting

Communication

Ticketing

Teamwork

Problem-solving

Prioritization

Proactive updates

Education

Associate of Science degree

Tools

Intune

SmartDeploy

RingCentral

ServiceNow

Trello

Windows 11

Active Directory

Job description

• Location 16 Malcolm Hoyt Drive,Newburyport, MA, 01950,United States
• Base Pay $22.88 - $31.13 / Hour
• Other Compensation up to 4% Annual Incentive Plan
• Job Category USA, Information Technology
• Employee Type FT - NonExempt

• Name Stacey Gordon
• Phone [phone]
• Email [e-mail]

Provide timely and accurate T ier 2 technical support for our onsite and remote employees with a strong focus on customer satisfaction . Responsibilities include, but are not limited to, answering complex inquiries; troubleshooting to fully resolve escalated requests or issues; configuring and deploying PCs using SmartDeploy and Intune; setting up new printers and resolving printer issues; conducting new-hire orientation; installing approved software products; and maintaining conference room equipment . The Level II technician will also a s sist with document ing pr ocesses in our K nowledgebase to ensure clear, accurate , repeatable , and standardized procedures . M eticulously follow up on all outstanding tickets, providing status updates to end-users to ensure optimal response rates and exceptional service delivery. This includes providing the IT Customer Service Support Manager with timely progress updates on escalated issues and assigned tasks without prompting. This is a full-time, onsite position at our Newburyport campus (including some onsite support at our Portsmouth location) , with hours from 8:00 a .m. - 5 :00 p.m . ( W ork hours may be adjusted based up on business need ) .

Responsibilities

• Maintain a professional, can-do attitude and provide excellent customer service at every opportunity.
• Monitor, research, respond, and complete assigned tickets promptly and accurately:
  • Provide the user with timely updates, communicating progress made and next steps.
  • Thoroughly document all research, troubleshooting, and resolution steps in ticket notes
  • For tickets involving multiple steps, document the resolution steps in the Knowledgebase for future reference.
• Prioritize tickets appropriately, with high-severity items having primary focus to ensure no user is left unproductive for an extended period.
• If further escalation is needed, collaborate with other IT members and clearly communicate the information gathered and the steps taken to date to resolve.
• Identify, research, and resolve the root cause of incidents to prevent recurrence.
• Fully accountable for handling all tickets and responsibilities assigned, providing proactive and ongoing follow-up feedback to the IT Customer Service Support Manager. This includes communicating any noted trends and/or potential issues.
• Actively possess and practice a process improvement mindset to develop, document, and communicate new procedures to resolve user issues and recommend enhancements for existing processes/procedures to further improve service delivery.
• In addition to the ServiceNow ticketing system and Trello Board tracking, closely monitor and respond to corporate email and Teams messages to ensure full accessibility and responsiveness to users.
• Perform any needed repairs and updates to hardware, software, or peripheral equipment.
• Train users on how to properly use hardware/software, and provide resource materials for future reference.
• Acquire and maintain current knowledge of relevant hardware, software, and systems to provide technically accurate solutions to users.
• Configure and deploy PCs to new hires and those needing replacement computers using a solid understanding of PC imaging tools and methods.
  • Working knowledge of Intune and SmartDeploy imaging is preferred.
• Set up and support RingCentral accounts.
• Conduct New Hire Technology Orientation.
• Maintain conference room equipment at the Newburyport campus.
  • Experience with Logitech Tap technology is a plus.
• Track equipment inventory, such as laptops, printers, peripherals, and Warehouse workstation equipment.
• When equipment levels are low, obtain vendor quotes to replenish stock.
  • Provide a proposal to the IT Customer Service Support Manager to pull the PO and place the order.
• If urgent issues surface outside of business hours, be available to assist.
• Attend staff and client meetings, as required.
• Participate in team and department projects, as assigned.
• May be requested to perform other duties not mentioned above.

Current Technical Environment

The current environment includes a local datacenter with server s , switche s , firewalls, and about 75 VMs, plus a campus network with IDFs and backup locations, and a growing cloud-based infrastructure Amazon, Rackspace, and third-party applications.

• Primarily Microsoft Windows PCs and Servers, plus some Linux
• Microsoft Entra and Intune
• SmartDeploy imaging
• Windows 11
• Microsoft Office 365 (cloud) email, calendars, Office suite (Excel/PowerPoint/Word)
  • Teams, including Teams Rooms
• Active Directory for users and security groups
• VPN and MFA for local and remote users
• Primarily HP; Some Dell and Apple MacBooks
• HP, Brother, Intermec, and Zebra barcode printers
• Aruba and Juniper networks; dark-fiber local campus wiring (5 buildings)
• ServiceNow ticketing system. Netrix LLC is our 24x7 Service Desk provider
• Solarwinds network and server monitoring and alerts
• Ring Central (for Sales)
• SharePoint intranet

Qualifications

• Associate of Science degree required, preferably in computer science, business or equivalent technical certifications/training, may be considered as substitution for a college degree
• A minimum of 3 years’ experience in Service Desk Support, using a formal ticketing tracking system and SLA metrics
• Proficient in Microsoft Windows and Active Directory
• Basic understanding of networking principles and protocols
• Experience with Microsoft DNS, DHCP, and File Services
• Extensive understanding of VPN and MFA
• General knowledge of iPhones and/or Android phones; ability to support Outlook and MAPI interfaces for email and calendar synchronization
• Skilled in problem-solving, troubleshooting, and providing creative solutions to resolve problems
• Working knowledge of Excel and general reporting tools, including the ability to collect data and develop metrics to provide KPI reporting and analysis
• Behavior and teamwork:
  • Focused on delivering exceptional customer service
    • Displays patience and perseverance in dealing with user issues
    • Excellent interpersonal and communication skills
    • Possesses a positive, can-do attitude
• Advanced troubleshooting and multitasking abilities
• Excellent analytical skills, as well as focus on accuracy and attention to detail
• Self-starter who works well in a team setting
• Ability to effectively handle stress during outages, escalations, and times of concurrent demands
• Able to represent the company and IT department in a professional, positive light

Summary

At Rochester Electronics, we create an excellent employee experience focused on value, performance, motivation, recognition, and career growth. Many companies say their employees are their most important asset. At Rochester Electronics, we mean it!

• Outstanding low-cost medical, dental, vision, and prescription drug coverage, Rochester pays 92% of the premiums on behalf of its full-time employees
• Paid time off, including vacation, sick, and holiday
• Generous match 401K program
• Flexible spending account

And so much more!

For the last 40 years, Rochester Electronics, in partnership with over 70 leading semiconductor manufacturers, has provided our valued customers with a continuous source of critical semiconductors. As an original manufacturer stocking distributor, Rochester has over 15 billion devices in stock encompassing more than 200,000-part numbers, providing the world’s most extensive range of end-of-life (EOL) and broadest range of active semiconductors. As a licensed semiconductor manufacturer, Rochester has manufactured over 20,000 device types. With over 12 billion die in stock, Rochester can manufacture over 70,000 device types.