compensation: Range: $60,000 - $75,000, willing to negotiate based on experience as well employment type: full-time
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The IT Support Technician II will be primarily responsible for providing first-line Tier I/II end user hardware and software technical support. Additional duties of this role will include end user workstation deployments and the maintenance and continued development of technical documentation to include end-user training and management of the IT inventory. Secondary responsibilities of this role will be to assist the IT Manager with the installation, maintenance and support of the company’s critical IT Infrastructure and will assist with ongoing IT initiatives by contributing technical knowledge and experience to help drive business and departmental success.
Location: This position is a hybrid position to support our office in Grand Junction and various field offices. Candidate will work remotely unless assistance is required at a job site or in office. Candidate must live in range of Grand Junction due to needing to be able to assist various field locations or home office as needed.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
•Provide Tier I/II technical support to end users by identifying, analyzing, and resolving hardware and software issues efficiently.
•Take ownership of the entire IT support lifecycle as it relates to Tier I/II issues and tasks.
•Identify, redirect, and escalate higher Tier support issues when applicable.
•Document all Tier I/II support cases by utilizing the (ITSM) IT Service Management System.
•Maintain, monitor, and document support requests received via email, phone, and walk- ins into the ITSM System and provide status updates to end user within the defined service level guidelines.
•Configure\Reconfigure and prepare workstations for deployment
•Contribute technical knowledge to the ITSM knowledgebase.
•Follow established change management procedures relating to all Infrastructure related moves, additions, and changes.
•Assist with the identification and mitigation of IT security risks of end user systems
•Assist with end user onboarding/offboarding procedures.
•Deploy and decommission end user workstations in compliance with the defined IT Equipment Lifecycle policy.
•Maintain current knowledge of hardware and software solutions and trends.
•Participate in the installation and testing of new enterprise system software and hardware releases
•Provide on-site support and assistance to the automation group as directed.
•Maintain the health and security of end user computing equipment by reviewing, testing, and deploying software, operating system, and firmware updates.
•Provide feedback to management on improvements for processes and programs which may not be optimal.
•Assist with the management and maintenance of Active Directory users, security groups, and computer objects.
•Assist with the management and maintenance of Azure and O365 platform.
OTHER DUTIES AND RESPONSIBILITES:
•Additional duties and responsibilities may be expanded upon to support business needs.
•This position does not have any supervisory responsibilities.
To perform the job successfully, an individual should demonstrate the following competencies:
•Problem Solving: Exercise excellent problem-solving skills, diagnostic and troubleshooting capabilities and anticipate issues before they occur or become critical.
•Knowledge: Absorb and assimilate relevant information quickly and respond appropriately in a changing environment.
•Time Management: Effectively manage time, resources, and prioritization of workloads to meet project, task, or procedural timelines.
•Communication: Expresses ideas and thoughts clearly with confidence; communicate effectively by tailoring technical information to the level of end user you are conveying information to.
•Safety and Security: Observes safety and security procedures; determines appropriate action beyond guidelines; reports potentially unsafe conditions; uses equipment and materials properly.
•Integrity: Must display a significant level of trust and confidentiality in this position as you will be exposed to data, business systems, and situations that may involve sensitive information.
To perform this job successfully, the candidate must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
•Strong verbal and written communication skills
•Exceptional attention to detail.
•Demonstrates composure under pressure
•Ability to work in a fast-paced and collaborative environment
•Ability to travel as needed to remote job sites
•Must have current/valid driver’s license
•Ability to work weekends and/or after hours when business needs arise
KNOWLEDGE AND SKILLS
Advanced Knowledge of:
•Microsoft Office 365 Suite
•Windows 7 and 10 Operating Systems
Intermediate Knowledge of:
•Networking fundamentals and concepts
•Windows DFS and NTFS Security concepts
•Windows Server operating systems
•Virtualization fundamentals and concepts
•Windows based hardware & components
•Network and Information Systems security concepts
•Virtual Private Networks
•Active Directory, DNS, DHCP
•Voice over IP systems.
EDUCATION (and/or) EXPERIENCE:
•Associates Degree in Computer Information Systems or a relevant technical discipline and/or 3+ years of progressive experience providing Tier I/II technical support within a corporate environment, preferably within the Oil and Gas Industry.
•CompTIA A+ Certification
•CompTIA Security+ Certification (preferred but not required)
•CompTIA Network+ or Cisco CCNA Certification (preferred but not required)
•Microsoft MTA Operating Systems Fundamentals (preferred but not required)
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
•Have the ability to lift and/or move up to 30 pounds.
•Sufficient dexterity to assemble/repair computer hardware, peripherals, and associated furniture.
•Specific vision abilities are required by this job include close vision, depth perception and ability to adjust focus.
•Sitting for extended periods of time.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
•Various work environments: Work sites vary with noise and temperatures.
•Travel: Occasional travel may be required between office sites within the Grand Junction area. Typical travel times can be an hour apart.
•Off-Highway Travel: A number of locations (field offices) will be off paved roads and at higher elevations.
•Site Safety: Safety training and strict adherence to protocols may be required to enter into a number of facilities you may provide support to.
•Location: This position is a hybrid position to support our office in Grand Junction and various field offices. Candidate will work remotely unless assistance is required at a job site or in office.
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