Desktop Support Engineer L2 (Employee Technology Experience Technician II)

Overview

Recruiter - Lorena Padilla

Position reports to: Omar Martin Rivera

 

Work schedule: Hybrid, going to the office in Santa Fe for 4 days

 

The End User Services Technician II is responsible for a broad scope of operational support and install, move, add, and change (IMAC) requests supporting the Desktop IT infrastructure in office environments. End User Services Technicians also support events.

 

How you'll make and Impact: •    Provides service and end user support during maintenance checks or dispatches•    Diagnoses errors or technical problems and determine proper solutions•    Produces timely and detailed service reports•    Documents processes•    Collects and analyzes performance data to provide technical assistance•    Provides technology support as needed for events•    Ties workflow to schedule•    Accurately documents solutions related to complex issues•    Creates workaround procedures when standard procedures have failed and ensures issues are resolved

 

Team Dynamics: •    Customer-centric and oriented to service delivery•    Attention to detail, strong communication skills•    Passionate about technology•    Ability to lift and move hardware•    Strong knowledge of Windows 10 and 11, Office products

 

Job Qualifications

Education•    Bachelor's in Information Technology or equivalent•    ITIL V3 or V4 certification Experience•   +2 years of experience as a Desktop Support Specialist or End User Support

•   Experience with ServiceNow

•   Active Directory administration

•   Networking fundamentals

•   Excel proficiency

•   Mac environment support

 

Skills/Certifications•    Strong knowledge of Windows and Mac operating systems•    Strong knowledge of Windows 10, Office products •    Familiarity with desktop, laptops mobile devices, printers or other devices•    Familiarity with Active Directory, ITIL Service Management and ticketing systems