Level II IT Support Technician

4 weeks ago

Minneapolis, Minnesota, United States Dunwoody College of Technology Full time
Job Details
Job Location Dunwoody College of Technology - Minneapolis, MNPosition Type Full TimeEducation Level Bachelor's Salary Range $ $30.00 HourlyTravel Percentage NoneJob Shift DayJob Category Information Technology
Description

MAJOR OBJECTIVE:

Provide in-depth technical support to internal IT, students, and employees. Provide end-users with professional, timely, and efficient computer technical support. Install, configure, and upgrade computer hardware and software. Documents and maintains procedures to foster knowledge share between IT members, and to increase efficiency with first call resolution.

POSITION ACCOUNTABILITIES:

  • Provide technical support to internal IT members, acting as a level 2 support technician.
  • Review level 1 support escalations to determine how much support was provided, what the client issue is, and ensure support is aligned with stated service level agreements.
  • Train and support Level 1 service desk members to share knowledge in order to maintain a higher first call resolution rate.
  • Maintain a record of all user requests in the service desk software as a tool to track calls and establish metrics. Responsible for closing service desk calls as they are completed.
  • Respond to service desk calls within level-of-service guidelines and follow-up with users, as needed. Follow-up to include duplicating complex problems, if necessary, in the lab requiring elaborate setup and working with more senior members of the support or engineering staff to resolve complex issues. Alert IT staff to unusual problems or problem trends as they occur.
  • Proficient in troubleshooting hardware and software technologies, gathering information to document and track service tickets, and following processes and procedural documentation accurately.
  • Provide computer and network technical support to users via email, telephone, and in-person. Assist users with a variety of technical issues dealing with various platforms, operating systems, applications, etc.
  • Recommend hardware and software upgrades to ensure users have current and functional technology.
  • Define and document computer hardware and software installation, configuration, and maintenance procedures to ensure standards.
  • Provide a moderate amount of computer training to users to ensure an efficient and successful computing experience.
  • Setup, configure, and deploy computers and officially authorized software to users as a tool for performing their duties and responsibilities.
  • Share computer and network support techniques with IT staff to improve overall department effectiveness.
  • Establish a working knowledge of all other department functions as backup for absences and vacancies.
  • Under the direction of the IT management, performs duties according to their best judgment, requesting assistance when necessary.
  • The effect of an error by this position has a high impact on user productivity. The long-term effect could be the loss of user data and cause the user to miss deadlines.
  • Due to the broad variety of users duties and locations, this position requires access to areas where confidential data is stored, access to confidential user information such as user passwords, and high ethical standards.
  • Requires excellent verbal/written communication skills to efficiently resolve user requests and build effective client relationships.
  • Complete administrative and inventory reports as needed.

CORE COMPETENCIES:

  • Strategic Skills: Has the functional and technical knowledge and skills to do the job at a high level. Makes good decisions. Provides sound advice and problem solution. Provides honest and in-depth analysis on problems and issues. Effectively presents creative ideas of others. Has good judgment about which creative ideas and suggestions will work.
  • Operating Skills: Makes decisions in a timely manner. Provides challenging and stretching tasks and assignments. Holds frequent development discussions. Provides individuals information so that they can make accurate decisions; is timely with information. Clearly assigns responsibility for tasks and decisions. Sets clear objectives and measures. Monitors process, progress, and results. Is committed to continuous improvement through empowerment and management by data. Creates a learning environment leading to the most efficient and effective work processes.
  • Courage: Has difficult conversations as necessary. Provides current, direct, complete, and actionable positive and corrective feedback to others.
  • Energy and Drive: Is action oriented and full of energy for challenging tasks/issues. Not fearful of acting with a minimum of planning. Is constantly and consistently one of the top performers. Steadfastly pushes self and others for results.
  • Organizational Positioning Skills: Can maneuver through complex situations effectively and quietly. Is sensitive to how people and organizations function. Anticipates where the land mines are and plans his/her approach accordingly.
  • Personal/Interpersonal Skills: Relates well to all kinds of people. Builds constructive and effective relationships. Is dedicated to meeting the expectations and requirements of internal and external customers. Supports equal and fair treatment and opportunity for all. Treats direct reports equitably. Creates a climate in which people want to do their best. Communicates a compelling and inspired vision or sense of core purpose. Adheres to Dunwoodys core values. Is widely trusted - Keeps confidences and admits mistakes. Practices attentive and active listening. Is personally committed to and actively works to continuously improve him/herself

Qualifications
  • Bachelors degree in information technology or related field is required.
  • A minimum of 5 years IT experience.
  • ITIL certification preferred.
  • A+ certification preferred.
  • Experience with ServiceNow preferred.
  • Ability to work 40 hours per week
  • Ability to lift to 40 lbs.

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