Desktop Support Technician II

Job Summary Overview

The position is responsible for activities include evaluating vendor products, developing, and reviewing detailed design requirements, evaluating, and anticipating impact of technical solutions, writing technical specifications, and preparing recommendations for management and business leadership. 

Essential Job Functions

• Configures, set up, install, and support desktops, printers, telephones, LAN hardware and other peripheral devices in a multi-vendor network environment. 
• Documents potential problems and resolutions. 
• Dependability and reliability are essential. 
• Demonstrates advanced troubleshooting skills in the identification and resolution of problems to branch locations and remote users and acts as the 2nd level of support to mentor and assist other staff members. 
• Configures, installs, and maintains enterprise use and third-party software to current versions on all devices. 
• Maintains the integrity of our internal control systems as demonstrated by routine audits. 
• Serves as the administrator for the ServiceNow ticketing application. 
• Mentors and assists other staff members.
• Performs other job-related duties as assigned.

Position Required Qualifications

Minimum Education and Experience

Associate’s degree in Information Technology and two (2) years’ as a Desktop Support Technician at AFCU or a total of four (4) years’ experience in an information technology role, supporting desktops and local area networks or any equivalent combination of education and experience. 

Knowledge, Skills, and Abilities

Knowledge of computer hardware troubleshooting and experience with software applications, Windows O/S, MS Office, and Outlook. Ability to provide advanced PC training and problem resolution to staff both over the phone and in-person required. Ability to type 25 words per minute. Ability to read, write and speak in English. Ability to read, interpret and analyze written instructions, correspondence, and procedure manuals. Ability to write business correspondence, write reports and procedure manuals. Ability to communicate verbally both in person and on the telephone. Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to add, subtract, multiply and divide using whole numbers, common fractions, and decimals. Able to perform diagnostic tests, maintenance and repairs to PC hardware and peripheral equipment. 

Licenses, Training, and Certifications Required

None.

Preferred Qualifications

A+, Network+ or Microsoft certifications. Bachelor’s degree in Information Technology. Experience with Antivirus, Patch deployment, SCCM Imaging, Active Directory, Group Policy, Telephony equipment and Windows Servers. Administrator level knowledge of ServiceNow ticketing application.

Hybrid Work Environment and Physical Demands

• Occasionally required to sit; climb or balance; stoop, kneel, crouch or crawl; use fingers constantly to manipulate wires and keys.  
• Regularly required to use hands to finger keys accurately when using calculator machines or computer keyboards. 
• Frequently required to stand, walk, and reach with arms.  
• Specific vision abilities required by this job include close vision, color vision, depth perception, and ability to adjust focus. 
• The noise level in the work environment is usually moderate. 
• Must be able to lift 25 pounds.  
• Must be able to travel independently to department and branch locations.

NOTE: The job description is intended to be generic in nature. It is not an exhaustive list of all duties and responsibilities. Requirements listed in the above qualifications and physical requirements are representative of the knowledge, skill, abilities, physical demands, or work environment required or encountered that must be met by an employee to successfully perform each duty and each function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Employees who work from home must have business operational internet to complete work tasks and communicate via video call or chat messaging systems in a dedicated workspace.