The Service Desk Technician II serves as the first point of contact for customers seeking technical assistance over the phone. The Service Desk Technician II monitors the Service Desk phone queue, answers incoming calls, performs remote troubleshooting, directs unresolved issues to the next level of support personnel and records all pertinent details in the IT ticketing system.

Responsible for the completion of level 1 support tickets in assisting users with password resets, software installation, enrollment into Mobile Device Management (MDM) software and performing general hardware/software troubleshooting. Will be a multi-faceted resource that will be utilized across all technology verticals including end user computing, mobility, technology administration.  The Service Desk Technician II will serve as technical project lead on various projects including planning, timelines, implementation, and execution. 

Strong candidates will have technical knowledge, be customer oriented and patient to deal with a remote, work from vehicle workforce.

ESSENTIAL DUTIES:

·         Serve as the first point of contact for customers seeking technical assistance over the phone and provide in-person level 1 support to corporate office users.

o    Assist with password resets and account login issues (including Apple IDs).

o    Direct unresolved issues to the next level of support personnel via the ticketing system.

o    Ensure all work tasks and details are captured in IT ticketing system.

·         Assist remote users with:

o    The installation of company approved software and drivers.

o    Printer troubleshooting/maintenance.

o    Enrolling smartphones into company MDM/EMM Solution.

·         Responsible for complex diagnosing/troubleshooting of general hardware issues.

·         Responsible for independently identifying and implementing process improvement and efficiencies.

·         Responsible for independent projects, including:

o    Project management, implementation and execution (including communications planning.)

o    Requirements gathering and needs assessments for projects & implementations.

·         Additional IT support responsibilities as assigned by leadership.

QUALIFICATIONS:

·         Bachelor’s degree in related computer science field or equivalent experience.

·         3-4 years’ experience as an IT Service desk technician/technical support role.

·         Ability to explain technical concepts to non-technical users with approachability and empathy.

·         Experience with software installations, hardware repairs and troubleshooting hardware/software issues associated with level 1 IT support.

·         Excellent communication, time management and organizational skills.

·         Strong problem-solving skills.

·         A+, Net+, Security+, MCP or ITIL certifications a plus.

·         Bi-lingual English/Spanish is required

TECHNOLOGY, EQUIPMENT & TOOLS:

·         Proficient with standard office equipment i.e., computer, phones, scanner, fax and copier.

·         Proficient with Microsoft Office including Microsoft Project and Visio.

KNOWLEDGE, SKILLS & ABILITIES:

·         Proficient customer relationship skills with the ability to communicate professionally with all levels of an organization.

·         Able to gather customer requirements in hardware, software & systems.

·         Possess technology leadership skills and proficient service delivery.

·         Demonstrated project management skills.

·         Ability to work independently on high cost, high visibility projects.

·         Ability to problem solve and make effective decisions.

·         Possess interpersonal skills and ability to work in a team environment.

·         Ability to manage multiple concurrent projects and services.

·         Demonstrated technical acumen and competency.

We Offer:  

• Specialized paid training & certifications
• Career advancement opportunities
• Health insurance plans
• Paid time off
• Employee stock ownership plan
• Retirement & savings plans options
• Employee assistance program

Lewis Tree Service is an equal employment opportunity employer committed to providing equal opportunity for both applicants and employees. Lewis Tree Service prohibits unlawful discrimination or harassment of employees and applicants on the basis of race, creed, color, national origin, sex, age (40+), religion, disability, marital status, sexual orientation, genetic information, citizenship status, veteran status, or any other legally protected characteristic, all employment decisions, including but not limited to recruitment, hiring, compensation, training, apprenticeship, promotion, demotion, transfer, lay-off and termination, and all other terms and conditions of employment. Lewis Tree Service’s practices and policies are administered in accordance with applicable federal, state, and local laws.