IT Support Technician II
- Lake City, FL
- Permanent
- Full-time
- Four Medical Plan Offerings to choose from
- Employer HSA Contributions (Coverage/Plan exclusions)
- Employer Provided Life Insurance Policy
- Annual Health Incentive
- Annual Wellness Reimbursement
- Tuition Reimbursement program
- Generous Match 401k Retirement Plan
- Paid Sick Leave
- Paid Vacation Leave
- 11 Paid Holidays based on the Federal Reserve Calendar
- Serve as an essential point of contact for the IT Service Desk assuring proper Responsiveness to customers;
- Provide Reliability by answering queue calls within departmental goals and providing the first level of IT support to system end-users;
- Support the appropriate access for end-users including the maintenance of Windows Active Directory accounts;
- Identify, troubleshoot, and resolve hardware, software and network-related problems encountered by system end-users;
- Perform hardware repair for equipment and peripherals that are not covered by third-party vendor maintenance agreements;
- Coordinate timely repair of equipment covered by third-party vendor maintenance agreements;
- Participate in technology management projects to deliver Tangibles, including but not limited to configuring and deploying end-user PC desktop hardware, software, and peripherals;
- Perform other duties as assigned to support IT initiatives;
- Adhere to IT department strategies, processes, policies and procedures;
- Demonstrate accuracy, thoroughness, quality and orderliness in performing work assignments;
- Log all support interactions in the ticketing system and provide Assurance that resolutions are completed timely to meet current SLAs;
- Provides the best service to our customers with innovative and creative solutions.
- Minimum of 1 year of related IT Service Desk support work experience
- Minimum Associates, or Technical Institute certificate/degree in Computer Science, Information Systems or related field; relevant experience will be considered in lieu of a degree or certification;
- Must be knowledgeable of Microsoft Windows OS and Microsoft Office products, including PowerShell scripting;
- Good oral and written communication skills, problem solving and decision making ability;
- Ability to deal with a wide variety of customers and provide Empathy while listening to and understanding inquiries about issues, then explain corrective procedures to non-technical end-users;
- Ability to handle changing priorities and make valuable contributions to team objectives;
- Must interact professionally with other employees, customers and suppliers;
- Extended hours sitting and performing computer tasks may be required.