Support and Operations Technician II

September 16

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CDW

WebsiteLinkedInAll Job Openings

Security • Cybersecurity • Health Tech • Retail Tech • Small Business Tech

10,000+

💰 Post-IPO Equity on 2015-07

Description

• Provide second-level desktop support including. • Workstation OS (Windows and macOS) deployment including new hires and QA activities. • Application troubleshooting and escalation to engineering teams. • Mobile devices including smartphones and tablets. • Printers/Copiers/MFPs • Regularly tests and support conference room A/V technology. • Follow all guidelines and operational procedures. • Respond to and resolve incidents and requests through ticketing system. • New hire onboarding for individuals and classes. • Meet all productivity and quality goals as measured by the department. • Diagnose, research, and troubleshoot computer issues, including operating systems, hardware and software, VPN, connectivity, security tools both remotely and on-site. • Participate in business-funded projects including hardware refresh and security initiatives. • Provide backup support for the Technology Service Desk. • Follow all asset management guidelines and procedures. • Create and update knowledgebase documentation. • Occasional after hours support due to scheduled deployments and onsite incidents. • Occasional travel to other CDW sites for support and scheduled events.

Requirements

• High School Diploma or GED • 3 years of experience in an IT-related field. • Excellent verbal and written communication skills with the ability to effectively interact with company stakeholders, leadership, coworkers, and contractors. • Ability to work in a dynamic environment with high efficiency and manage multiple tasks and projects at the same time. • Strong attention to detail. • Demonstrated organizational and time management skills. • Can work on their own and with others in a collaborative setting. • Strong interpersonal skills. • Provide support through face-to-face, remote assistance, phone, email, and instant message methods. • Experience deploying and supporting Windows and macOS. • Experience installing/uninstalling hardware/software. • Experience performing mass workstation deployments and migrations. • Participate in rotating after-hours on-call support including scheduled maintenance. • Ability to provide onsite support and occasional travel to other offices. • Lift up to 20-50lbs on a regular basis, with or without assistance. • Associate or bachelor’s degree, a plus. • Experience using ServiceNow or similar ticketing system, a plus. • CompTIA A+ Certification and Apple Certified Support Professional, a plus. • HDI Desktop Support Technician, a plus. • ITIL v4 Foundations, a plus.