Service Desk Technician II

JOB TITLE: Service Desk Technician II

EMPLOYER: AssistRx

DEPARTMENT: Information Technology 

REPORTS TO: Manager, Internal Systems  

EFFECTIVE DATE: 5/1/2023 

REVIEW DATE/REVISED DATE:   4/25/2025

SUMMARY: The Service Desk Technician II is responsible for providing program leadership of the PC environment for the organization. This includes providing in-person and remote IT support to AssistRx staff and team members as well as serving as an escalation path for IT Support Technicians; supporting includes a range of disciplines but will focus primarily on Windows PC Support; supporting areas may include telephony, iOS support, and application support.

DUTIES AND RESPONSIBILITIES:

• Provides program leadership on desktop, workstation, and laptop (Windows and Mac) engineering, and troubleshooting.
• Maintains PC Imaging, inventory, and lifecycle support including updates and patches for a separate organization.
• Serves as an escalation path for IT Support Technicians for PC related issues and challenges.
• Installs and troubleshoots printers and other peripherals as required.
• Provides instruction to our user community on computer use and productivity applications.
• Consults with end users for instructing and gathering information on user requirements for software and hardware.
• Handling escalated tickets from Level 1 technicians and providing advanced technical support for hardware, software, and network issues.
• Investigating and diagnosing issues, identifying root causes, and providing timely and accurate resolutions.
• Collaborating with Level 3 technicians or other relevant teams to resolve complex issues that require higher-level expertise or access.
• Documenting and maintaining accurate records of all interactions with end-users and the steps taken to resolve their issues.
• Participating in knowledge sharing and training sessions to stay updated with the latest technologies and industry best practices.
• Providing excellent customer service, maintaining a high level of professionalism, and effectively managing end-users' expectations.
• Proposes and implements system enhancements that will improve reliability and PC performance other electronic devices as required.
• Performs other related duties as assigned by management.

SUPERVISORY RESPONSIBILITIES:

• This job has no supervisory responsibilities.

QUALIFICATIONS:

• Bachelor's Degree (BA) from four-year college or university, or one to two years of related experience and/or training, or equivalent combination of education and experience.
• 3-6 years’ experience as service desk technicians and or technical support role
• Certificates, licenses, and registrations required:  COMPTIA - A+, Network +, Security + Microsoft - MSP
• Computer skills required: (Inventory Software; Microsoft Office Suite; Active Directory; Office 365 Administration Suite.
• Other skills required: 
  1. Some certifications or vocational/technical training may substitute if current and relevant to the position.
  2. Outstanding customer service skills and commitment to end user experience.
  3. Desktop support experience with Windows Operating Systems and Macintosh. Experience in investigating and troubleshooting hardware and software problems.
  4. Demonstrated knowledge with Microsoft Office 365 including admin portal. 
  5. Demonstrated experience with workstation configuration.
  6. Demonstrated ability to document configurations, processes, and policies. 
  7. Ability to participate on on-call rotation.

Desired Skills:

1. Exposure to IT Asset Management controls.
2. Ability to work with different personality types. 
3. A positive and can-do attitude will be critical. 
4. Experience with JIRA, SharePoint, and Salesforce is a large plus.
5. Demonstrated written and verbal communication skills.
6. Demonstrated effective teaming skills; aptitude for learning new technologies.
7. Experience with moderately sophisticated automated Desktop Imaging tools required. 
8. Experience in a fast paced 24x7x365 SAAS environment is desirable.

COMPETENCIES:

• Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs workflows and procedures.
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
• Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Occasionally required to stand.
• Occasionally required to walk.
• Continually required to sit.
• Continually required to utilize hand and finger dexterity.
• Occasionally required to climb, balance.
• Occasionally required to bend, stoop, kneel or crawl.
• Continually required to talk or hear.
• The employee must continually lift and/or move up to 50 pounds.
• While performing the duties of this job, the noise level in the work environment is usually moderate.
• Specific vision abilities required by this job include depth perception and ability to adjust focus.
• Some travel may be required to represent the company at meetings, conferences and seminars. Tight deadlines must be met with limited staff to support projects.
• Occasional evening and weekend work may be required. 
• Work is performed in a traditional commercial office setting with standard office lighting and white noise.
• Additional remarks regarding work environment:
  • This job operates in a professional office environment. 

 
 The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.