Summary

Under general direction, the Service Desk Tech II performs a variety of daily PC hardware and software installation and support tasks for local and remote Colleagues. Completes end-user device support functions with minimal supervision and elevated proficiency. Creates and completes incident and request tickets, assisting callers with issues, documenting those issues, and re-routing calls and tickets as applicable.   

Position Qualifications

Minimum Education: Associate degree in a related field (e.g. Information Systems, Information Services, Information Technology, Computer Science, Computer Engineering, Technology Engineering, etc.) – 3 years of related experience may be substituted for some or all education Preferred Education: Associate degree in a related field (e.g. Information Systems, Information Services, Information Technology, Computer Science, Computer Engineering, Technology Engineering, etc.) – 4-5 years of related experience may be substituted for some or all education. Minimum Experience: Three years experience in Information Technology; with at least Two years of experience in a directly related position working in an IT support environment. Preferred Experience: Four years experience in Information Technology; with at least four years of experience in a directly related position working in an IT support environment. Experience in healthcare support. Certifications Required: Requires a valid driver’s license with a demonstrated good driving record over the past three years. * Though the certification itself is not required, the level of knowledge and skill, is required. Certifications Preferred: ITIL Awareness or Foundations, CompTIA A+, CompTIA Security+, MS-900 Microsoft 365 Fundamentals.  Minimum Knowledge & Skillset: Must have knowledge end user devices, operating systems, peripherals installs, application installs and remote desktop applications. Demonstrated effective written and verbal communication skill, to interact with customers, leadership, Colleagues, and vendors. Demonstrated presentation skills, in presenting information to Colleagues and management. Strong commitment to customer service and quality improvement.