IT Service Desk Technician II

IT Service Desk Technician II

At Baker Electric we are energized by truly living our values - Team Builders, Relentless Follow Through, All-In, and Care for Others. When our team members work together with these things in mind, we do great things both individually and as an organization. Being an employee-owned company shows our drive for sustainable, long-term growth while enhancing the lives of our team members.

SUMMARY: The IT Service Desk Technician II is responsible for supporting the day-to-day responsibilities of the IT Department. The IT Service Desk Technician II responds to requests from internal users, as well as escalated requests, about technology issues and applies knowledge and expertise to resolve issues or respond to requests.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide Tier II support for any information technology issues and problems.
• Act as an escalation point of contact for advanced or difficult request.
• Use tools and diagnostics utilities to aid in troubleshooting.
• Build and deploy laptops, cell phones, and tablets.
• Follow checklist for procedures to ensure quality.
• Support all Baker employees both in office and out in the field / jobsites.
• Test fixes to ensure an incident has been adequately resolved.
• Provide assistance remotely by phone, email, in-person and using a ticket management system.
• Track issues and update the internal knowledgebase with issue resolution details.
• Track user account creation, changes, and deletions.
• Perform password resets.
• Support computers, laptops, tablets, smart phones, and applications.
• Monitor and escalate alerts from monitoring/antivirus systems.
• Monitor backup system alerts and escalate errors.
• Maintain user accounts including rights, permissions, and systems groups.
• Manage critical incidents.
• Quickly and accurately determine incident scope and impact.
• Follow up on tickets at pre-defined intervals until resolved.
• Write training manuals and train users.
• Walk customers through problem-solving process.
• Install, modify, and repair computer hardware and software.
• Set up equipment for new employee desk space.
• 25% Travel expected.
• Other duties as assigned by manager.

Key 30, 60, 90 Day Accomplishments

• Learning process and procedures - ServiceNow ticketing system, Onboarding, Exiting, and inventory
• Able to navigate and use Intune, Azure, and O365 admin portal.
• Able to navigate Verizon and AT&T admin portals.
• Understand the different departments needs in the organization.
• Exudes confidence in the process and procedures listed above, beginning to take further action.

EXPERIENCE, EDUCATION:

• 3 - 5 years of helpdesk/desktop support experience
• Office 365 admin experience
• 3 - 5 years' experience in a Microsoft domain environment
• Strong experience using Service Desk Tools
• Strong verbal, written and interpersonal communication skills
• Proven aptitude for learning new technology and interest in helping others.
• Knowledge of Microsoft networked environment, including MS Windows server 2008, & 2012, Office 365, Windows 10.
• Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations.
• Ability to troubleshoot mobile devices, tablets, laptops, computers, etc.
• Ability to work in an independent work environment and be able to pivot from task to task.
• Confident creating users and groups in both ADUC and O365.
• Confident troubleshooting Windows 10 and using Windows 10 tools to diagnose issues.
• Proven troubleshooting skills in an enterprise environment.

At Baker, we are proud to be an employee-owned company. When you join, you will have the opportunity for a great career and the financial benefits of being an owner. Through our ESOP (Employee Stock Ownership Plan), eligible employees can become part owners of the company. Instead of just receiving a paycheck, you will be given shares of the company's stock over time. As the company prospers, the value of these shares can increase, providing you with a potential wealth-building opportunity in addition to a competitive compensation package. The ESOP will enable you to share the company's success and growth.

PAY TRANSPARENCY: The starting salary for this opportunity range is listed. Other rewards may include annual bonus eligibility based on company and individual performance, short- and long-term incentives, and program-specific awards. Baker provides a variety of benefits to employees, including health insurance coverage, an employee wellness program, life and disability insurance, a retirement savings plan, an Employee-Owned Program (ESOP), paid holidays, and paid time off (PTO). A candidate's salary history will not be used in compensation decisions. Please note that the compensation information is a good-faith estimate for this position. It assumes a rate based on location and experience.

ACKNOWLEDGEMENTS: Baker Electric is an Equal Opportunity-Affirmative Action Employer / Disability / Veteran.

We thank all applicants in advance for their interest in this position; however, only those selected for an interview will be contacted. If you are selected for an interview, a Baker Recruiter will contact you directly from our organization with a @baker-electric.com email.