Service Desk Technician II

BridgeView

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Job Reference: 9969

Bridgeview is currently seeking a Service Desk Technician II for one of our clients. If you love building and supporting technology solutions that make businesses successful, then read on for more details.  

TITLE: Service Desk Technician II
LOCATION: Green Bay, WI
BENEFITS & PERKS: Medical, Dental & Vision insurance; 4% match on 401K, Life & LTD Insurance, and Employee Perks (more detail below) 

OVERVIEW 
The IT Service Desk Technician II provides Desktop assistance and is accountable and responsible for providing second level support to all levels of associates.  In addition to ITSDT I responsibilities and deliverables the ITSDT II primary goal is to possess enhanced knowledge of customer service and service management processes, as well as the necessary best practices in order to provide world class support and quality service.

The Service Desk serves as the first point of contact and provides support for all IT Services. Takes the necessary steps to remedy the problem and refers more complex problems to a higher level.

The level II service desk technician will serve as an escalation point for level I service desk technicians, perform in the role of project manager, project support, develop service desk tools, assist with documenting and rolling out new or updated policies and procedures, assist the operations team with Infrastructure tasks, primary internal contact for UC support and primary service desk contact for CDW ManS.

HOW YOU WILL MAKE AN IMPACT 

  • Provide world class customer service and support
  • Provide back-up telephone support for the ITSDT I
  • Knowledge and practice of current technology trends specifically virtual environments
  • Enhanced understanding of the organization and the role of IT in supporting our business partners
  • Diagnose and troubleshoot incidents from ITSDT I and ensure they are logged/monitored in the tracking/ticketing system correctly
  • Provide quick, yet efficient Desktop support
  • Participate onsite for Go Live support of major IT initiatives
  • Provide IT Customer Service ‘off hours’ –independently executing standard procedures for escalation of customer issues and change control
  • Creation and management of system documentation
  • Lead continuous improvements of IT Customer Service functions
  • Accountable for completion of project work and handling prioritization of competing deadlines
  • Create alternative methods of completing tasks, correcting errors and system inconsistencies to improve the Service Desk team function
  • Incorporate guiding principles of Operational Excellence and Absolute Customer Commitment into all calls; whether troubleshooting incidents, assisting with requests or routing to another group. Respond with a sense of urgency; own the issue; exceed customer expectations; drive resolution; and follow-up.
  • Vendor and Project Management
  • Associate training and advocacy
  • Must possess high/broad knowledge in: Desktop Support, Telephony, Cellular, Security, Virtual, SAP, Network, Operations and Infrastructure
  • Establish and maintain process and technology standards; define, monitor and measure; maintain clear accountability; drive continuous improvement and cost reduction.
  • Work with other IT personnel to aid in the resolution and change control
  • Knowledge transfer to ITSDT I – emphasis in improving customer service and cross team interactions
  • Problem solving –Proactively anticipate issues, problems and business requirements. Resolve problems while maximizing efficient use of time and computing resources
  • Exhibit and convey high energy, empowerment, execution and empathy in all interactions
REQUIRED EXPERIENCE  
  • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Teamwork – contributes valuable input and works well in a team-oriented environment.
  • Adaptability –willing to take on a new position or accept additional responsibilities when asked.
TRAINING / CERTIFICATION / EDUCATION
  • Bachelors degree in IT, MIS and/or Engineering preferred
  • Minimum of an Associate’s degree with a minimum of 5 years hands on experience in desktop support in a comparable environment required, with 3 to 5 years of business experience
  • Certifications from entities such as ITIL Foundations, HDI or Microsoft (Microsoft Certified IT Professional or Microsoft Certified Systems Administrator) is helpful.
  • Windows 7 or Windows 10
  • Office 365, Office 2016
ABOUT BRIDGEVIEW  
Founded in 2005, BridgeView provides exceptional technology consulting, project augmentation, and placement services that help organizations and technologists achieve their goals. Our ability to evolve with the market and quickly adapt to client environments makes us a unique alternative to the status quo. It’s why we’ve achieved constant growth since the day we opened our doors, attracting well-known companies and expert talent. With a home base in downtown Denver and a team that embodies a work hard, play hard attitude, BridgeView is a personable but professional partner to you. We’ve won awards and we’ve had great success, but nothing is more rewarding than forming genuine connections with business leaders and technologists. 

Apply for the above role or sign up for job alerts at https://www.bridgeviewit.com/job-alerts/. 

BENEFITS 

  • Medical: Provided by Anthem BCBS 
  • Dental: Provided by Guardian PPO 
  • Vision: Provided by VSP/Guardian PPO 
  • 401K with 4% match that is 100% vested from start  
  • Voluntary Benefits: Accident Insurance, Accidental Death & Dismemberment (AD&D), Short-Term Disability, Life Insurance, Critical Illness 
  • Employee Perks, Personal Discounts: Full access to the Calm app, great discounts through thousands of vendors (Home Depot, AT&T, Target, etc.) 

Michelle.Kirkpatrick

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