Help Desk Technician II

Job Summary:

The Technical Support Representative will provide technical assistance and support to system users and provide software maintenance.

Key Responsibilities:

• Provide Level 1 Support on the phone queue.
• Provide support over phone, email, and web basket ticketing system (KACE)
• Provide Level 1-2 Support through web basket ticketing system, and escalate tickets as necessary to higher level (Infrastructure, Cyber Security, VOIP, etc.)
• Imaging Dell devices (Desktop and Laptop platforms) through USB boot method, and sometimes PXE boot
• Creation and maintenance of scripts in the KACE website in order to push scripts out to devices, ex. uninstall/install software, change REGISTRY value, restart system, etc.
• Provide hardware/software support for Printers (HP, Xerox, Canon) and escalate any printer issues to vendor, SunPrint.
• Provide support for Microsoft 365 office products.
• Creation of Devices and Groups using Manage Engine Active Directory and assigning groups to windows accounts.
• Work with team environment on projects assigned (RAM Upgrade Project, PC Refresh Project, etc.)
• Assisting users with data migration in order to copy data from old/new devices.
• Using Microsoft Azure Intune for Mobile Device Management (Create and Add devices, create, and add software and groups to the software, and then adding device to group, wipe devices, disable/enable devices, etc.
• Helped set up nodes in the environment to push any software or updates from KACE system management for devices on LAN for site.
• Performed proper decommission of older, legacy devices.
• Provide support to customers and work as a team to engage proper ticket procedure and closure.
• Provided support for iPods, iPads, iPhones, and Microsoft Surface Pro devices (Hardware/Software support)
• Worked with Dell Support for any devices in environment under warranty needing to be repaired.
• Life Cycle ICMS (Install, Change, Move, Surplus)
• Helped with creation standard image.
• Take weekly Inventory on all hardware equipment in IT Department
• Installed and performed minor repairs to hardware, software, or peripheral equipment.
• Migrate and/or upgrade hardware and software.
• Updating Microsoft Active Directory and providing password resets
• Delivered customer support services which includes installation, configuration, troubleshooting, customer assistance, and/or training, in response to customer requirements.
• Cloud Support for Office 365, One Drive for Business / Teams
• Ensured tickets are updated and customers are kept fully informed of progress.
• Resolved complex tickets regarding MS Office
• Replace OF scanners for warehouse employee as needed.
• Distribute and assign PC Nodes to the company branches and maintain the status.