The primary function of the role is to provide exceptional technical support to employees of Shoestring Valley Holdings and its subsidiaries. This position leverages one’s technical expertise to troubleshoot and find solutions to a variety of technical problems. Effective resolution of these challenges will require close collaboration with IT colleagues. As an IT Technician 2, you will be responsible for hands-on network setup and troubleshooting at various job sites, in addition to remote and in-person support in office settings.

Reports To: IT Manager

Job Classification and Hours:

• Salaried / Exempt Employee
• Flexible Work Week / (4) 10-hour days

Location:

• Boise Regional Office
• Project sites within Idaho
• Occasional business-related travel

Qualifications and Technical Skills

• 2-3 years in a helpdesk or IT support position
• Preferred education: Associate degree or greater in IT, computer science, or related field
• Preferred certifications: CompTIA, Google IT Support Certificate, or equivalent
• Required technical proficiency: Windows, Microsoft 365, Freshservice or similar ticketing system
• Must possess a valid driver’s license and the ability to travel to offices and jobsites

Professional Qualities

• Strong customer service orientation and problem-solving capabilities
• Excellent communication skills, both written and verbal
• Ability to multitask effectively in a dynamic environment
• Detail-oriented and highly organized
• Independent worker with consistent productivity
• Commitment to embodying and promoting Andersen’s culture and core values

Responsibilities:

Support:

• Provide Tier 2 IT support and utilize the helpdesk to log, track, and resolve issues. Provide technical support to employees in various locations via phone, email, remote sessions, and in-person visits.
• Troubleshoot office hardware issues, such as printers and video conferencing systems.

Configuration/Management:

• Perform jobsite visits to implement, document, maintain, and support system and network infrastructure, with the occasional office visit.
• Set up new laptops with optimal configuration for user needs.
• Procure, set up, and support iOS and Android mobile devices.
• Create and maintain user accounts across multiple systems.
• Order and provide support for IT hardware including docking stations, monitors, and keyboards.

Collaboration:

• Assist with departmental projects and tasks.
• Continuously evaluate existing practices and recommend updates to improve our services.

Documentation & Training:

• Conduct IT training sessions to enhance overall IT competency within the organization.
• Onboard new employees, introducing them to our systems and policies.
• Develop and maintain documentation for users and IT staff.