Service Desk Technician II

3-5 years’ experience in call center or service desk environment. Knowledge of various PC hardware and software applications including: Operating Systems: Windows 7, Windows 10, and Windows 11 Office 365 Support User creations/terminations (tasks/requests) End-user self-service tools Cloud support – multiple device data syncing ConnectWise or other ticketing systems Word, Excel, PowerPoint, Office365, Outlook, Lotus Notes, etc. Internet Service Provider (ISP), Cable Modem, and Internet Support. Effective troubleshooting and documentation skills Experience navigating a knowledge base. Proficient use of Microsoft Office applications IT troubleshooting Strong organization, time management, and prioritizing skills Completed High School Diploma/GED Associate Degree in Technical Field Strong technical and client interaction skills. Self-starter with excellent organizational, administrative, and interpersonal skills. Ability to follow through with tasks, projects, and troubleshooting with minimal supervision. Excellent oral, written, technical, and business communication skills. Ability to multi-task and work in fast paced environment.

Provides support via phone, e-mail and chat to employees of corporate clients. Assists users in troubleshooting Outlook. Provides support for Microsoft Operating Systems (Windows 7, Windows 10, Windows 11). Provides support for Microsoft Office Products (Word, Excel, PowerPoint, Office365). Provides support for mobile devices including configuration and email sync. Handles 50-60 issues per day efficiently and appropriately. Maintains regular and punctual attendance. Utilizes Active Directory database to reset network passwords. Assists users in adding and changing network printers. Provides technical support for VPN connectivity issues. Controls user’s computers utilizing remote access tools. Troubleshoots remote access connectivity problems.