Desktop Technician II

GCI's Desktop Technician II will be responsible for providing local and remote company employees and contractors with technical support for their desktop hardware, software, and operating system requests and issues. ESSENTIAL DUTIES AND RESPONSIBILITIES AT ALL LEVELS: Design, develop, test, and implement IT solutions that benefit company business improving processes, applications, and utilities, while providing local and remote employees and contractors with technical support for desktop hardware, software, and operating system issues following documented established procedures. COMPETENCIES: ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve. Actively pursuing training and development opportunities to enhance technical skills and knowledge base. BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI’s Code of Conduct for Employees – the Basic Principles. COMPLIANCE - Follows internal controls; protects confidential information; abides by GCI’s Code of Business Conduct & Ethics. CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high priority to customer satisfaction. RELIABILITY - Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations. RESULTS - Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving. The ability to multi-task and adapt to multiple changing priorities is essential. SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures. Proficient computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel) to complete job duties effectively, such as using the company intranet and to accurately retrieve and input information into database or equivalent. COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances. Ability to build and maintain effective working relationships with customers, management staff, and peers. COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally. Strong interpersonal and communication abilities, both written and verbal, while communicating with technical and non-technical customers. Excellent documentation and organizational skills. Excellent active listening and problem-solving skills with the ability to analyze, troubleshoot and resolve user’s problems utilizing unified communications tools and in person. Installation and configuration of recent and current Windows OSs, Mac iOs, Intel-based desktop, laptops, and mobile devices, IP-based wired and wireless networks, MS Office Applications, ticketing applications, and Point-of-Sale systems. Apple OS and iOS app support, upgrades, and general troubleshooting. Utilizing JAMF environment to include installations, configurations, and recovery solutions. Software and hardware deployment tools required for developing and deploying images in an enterprise-wide environment. Setup and configure local and network-attached devices. Knowledge of industry standards for network wiring, wireless networks, and installation and maintenance procedures of computer systems’ hardware and software. Knowledge of remote access tools such as Beyond Trust Remote Support/Bomgar used to remediate and coordinate remote computer issues and software installs. Level Definition Position Title: Desktop Technician II Grade: T06 Additional Job Requirements: This is a mid-level position within the IT desktop career path. Must have a strong understanding of telecommunications, provide employees and contractors with technical assistance with computer hardware, software, and Operating System configurations and issues. Working under moderate supervision will execute basic to moderate troubleshooting, analyzing and resolution for computer hardware and software support issues and provide technical assistance in person, remotely following unified communications methods. Evaluate, install, configure, and test new hardware, software, and operating systems for internal employees and external contracting end-users. Troubleshoot and resolve basic and complex (standard and non-standard) hardware and software support issues to include Virus/Spyware/Malware clean-up and remediation. Experience with Apple OS and iOS app support, upgrades, and general troubleshooting. Assisting with the JAMF environment to include installations, configurations, and recovery solutions. Create and maintain current Desktop Services SOPs (Standard Operation Procedures), and regularly update any changes through the Knowledge Support Center using enterprise knowledge article repositories. Utilize advanced diagnostic tools to troubleshoot and resolve issues with Apple and PC computers, mobile devices, network connections, point of sale systems, printers, and IP phones to include the Quest KACE Administrative console, JAMF Apple Administrative console, and the Carbon Black Administrative console. Image and deploy desktops, laptops, and mobile devices as needed for new hires, local and remote repair situations, projects, and upgrades. Coordinate retail store upgrades and replacements. Repair computing hardware and document devices, i.e., HP printers and Dell computers, down to a field replaceable unit. Update status and/or resolve Tier II support tickets according to priority in Cherwell and JIRA ticketing systems, documenting root cause and detailing resolution as work is performed. Provide Tier I Desktop Technicians, Service Desk staff, and customers with formal and informal training on computer applications and hardware best practices to enhance efficiency and effectiveness. Additional Competencies: Knowledge of MAC product installations, configurations, and recovery solutions. Experience with JAMF administration and scripting. Knowledge of ITIL and Lean Agile methodology, and release and change management processes. Understanding and ability to deploy devices using various connectivity topologies including Infrared, Bluetooth, and 802. xx. Ability to mentor Desktop Technician I peer group and Service Desk team, providing direction and Desktop Services best practices to contract staff as directed. Minimum Qualifications: Required: High School diploma or equivalent. Minimum four (4) years of experience in technical customer support, desktop users with hardware and/or software applications. Preferred: Associate degree in information technology/Systems, Computer Science, Communications, electronics, telecommunications or related. Telecommunications experience. CompTIA A+, CompTIA Network+, or CompTIA Security ITIL Foundations/ /MCP/MCDST/HDI-DST Other telecom industry or job specific certifications. Required at ALL Levels DRIVING REQUIREMENTS: This position may require access to reliable transportation for occasional travel between retail store locations, offices, worksites, or other locations as needed. PHYSICAL REQUIREMENTS and WORKING CONDITIONS: Work is primarily sedentary, requiring daily routine computer usage. Ability to work shifts as assigned, work in standard office/home office setting, and operate standard office equipment. Ability to accurately communicate information and ideas to others effectively. Physical agility and effort sufficient to perform job duties safely and effectively. Ability to make valid judgments and decisions. Available to work additional time on weekends, holidays, before or after normal work hours when necessary. Must work well in a team environment and be able to work with a diverse group of people and customers. Virtual workers must comply with remote work policies and agreements. The company and its subsidiaries operate in a 24/7 environment providing critical services to Alaskans and may need to respond to public health and safety matters or other business emergencies. Due to business needs employees may be contacted outside of the core business hours to respond to an immediate emergency. As such, you will be requested to provide emergency after hours contact numbers, to include your home and cell phone numbers if you have those services. Diversity, Equity, and Inclusion: At GCI, we foster a culture of inclusivity by nurturing an environment where the varied perspectives of our employees, customers, and fellow Alaskans are celebrated. We add value to our community as we grow and empower a diverse workforce that provides equitable opportunity for every Trailblazer. EEO: GCI is an equal opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, mental or physical disability, veteran status, or any other status or classification protected under applicable state or federal law. DISCLAIMER: The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. All employees of GCI work in support of the GCI Mission Statement and Declaration of Principles which are located on the GCI Career page and Employee portal.