Service Desk Technician II

Introduction: Join us at AIT, where we believe every day presents an opportunity to make a global impact!

We’re problem solvers, driven by our curiosity and creativity, in endless pursuit of solutions for our customers. Together, we champion the strength of our global teams. And, as trusted advisors, we go above and beyond, working together in a supportive and collaborative environment to ensure customer satisfaction.

Through the company's continued growth, we challenge ourselves to be better, continuously learning and growing in our dynamic environment. Helping others is at the core of our culture, join us in finding fulfillment by giving back to our local communities as the united team that is AIT. Find out what our people deliver.® means when you come move the world with us! Hear directly from our teammates at AIT Worldwide Logistics and make us the next stop on your career journey. Overview: The Service Desk Technician II is responsible for AIT's front-line technical support. Daily activities include, but not limited to handling escalated issues from Level 1 support, enabling/disabling/resetting user accounts, printer setup/troubleshooting, software installation and troubleshooting, provisioning computers, and configuring mobile phones. This role will assist internal users in resolving problems through discussions and diagnosis and take the necessary steps to remedy the problem. Other activities include basic network troubleshooting, solving technical problems, and communicating to all levels of the enterprise. Responsibilities:

• Provide customer service for both onsite and remote employees and internal users with problems and information technology issues involving desktop, laptop, or network services. This will include:
  
  • Install and support licensed and internal software/hardware
  • Track computer hardware and software assets
  • Assist with Active Directory accounts, including new hires, terminations, as well as password changes
  • Maintain printers and coordinate service repairs. Repair PCs, laptops, printers, monitors, etc
• Facilitate computer imaging and software installations, and user account management
• Create and track help desk tickets in the system to ensure prompt and satisfactory resolution to issues. Provide technology support for escalated issues from Level 1.Escalate issues as necessary to appropriate support group
• Create and maintain knowledge base documents
• Performs other duties as assigned
• Complies with all policies and standards

Qualifications: Education

• High School Diploma (Required)
• Associate's Degree Information Technology (Preferred)

Experience

• 2+ years Specialized Computer Knowledge (Required)
• 2+ years managing Windows 10 operating system (Required)
• 2+ years administrating Active Directory (Required)
• 2+ years troubleshooting Microsoft Office (Required)
• 1+ years customer service (Required)

Knowledge, Skills, and Abilities

• Ability to take initiative, maintain confidentiality and meet deadlines Medium
• Ability to work independently and within a team environment Medium
• Understanding of LAN/WAN networking High
• Written and oral communication skills Medium
• Ability to articulate IT risk into easy to understand language that business leaders can understand as potential risks to the business Medium
• The ability to maintain confidentiality regarding information processed, stored, or accessed by the systems is required Medium
• The ability to manage multiple concurrent projects and to reason analytically is required Medium

What AIT Can Offer You: About AIT Worldwide: