IT - IT Service Desk Technician Level 2

IT Service Desk Technician (Level 2) is responsible for reporting to the IT Director on all computer, technical and data related matters. Duties and responsibilities include but are not limited to the following:
Education
- Bachelor's Degree or Diploma in Information Technology, Computer Science, Software Engineering, Management Sciences or Business Studies
- CompTIA A+ Certification

Years of Experience
- Degree or diploma in Information Technology of Computer Sciences
- CompTIA A+ Network
- Microsoft and Office 365 Certification

Working Conditions
- Able to lift up to 30lbs without assistance
- Abide by the safety rules of the facility
- Valid G Driver's license and personal vehicle is required
- Availability to work evenings, weekends, and holidays as required

Intermediate Level
- Position for incumbents wishing to pursue a career as an expert in IT service desk support
- Exceptional organization skills with the ability to effectively prioritize and execute tasks in a dynamic and fast-paced environment
- High level of social interaction with other technicians, programmers, plant and office employees
- Advanced experience hosting, maintaining and migrating systems to virtualized environments (Hyper-V/VMware)
- Advanced knowledge of network DHCP, DNS,NAT, LDAP, TCP/IP, routing, switching, load balancing and VLANs in an enterprise environment
- Knowledgeable in PowerShell
- Experience in managing enterprise level backup technology both on premises and in the cloud
- Enjoy new challenges and the opportunity to problem solve in order to resolve technical issues escalated by Level 1 technicians
- Ability to present technical concepts and ideas to non-technical staff and management
- Experience managing, deploying and supporting end user software installations for such programs as Microsoft Office 365, Teams, Bluebeam, AutoCad, Inventor, On-Screen Takeoff, DocuSign, Sage 300, and Malwarebytes
- Experience in assembling/disassembling workstation, terminals, and servers to troubleshoot individual component failures and coordinate upgrades as needed.

Job Specific Duties
- Perform out of box setup, domain joining software installations, updating and testing of Windows Servers and user workstations following onboarding documentation procedures
- Utilize remote monitoring and management (RMM) toolsets to provide support to end users
- Install, update and configure Windows XP-10 from start to finish with mínimal supervisions
- Assist in providing Level 2 support for both software and hardware issues
- Assist staff with regular login credential resets across multiple services
- Review and respond to support tickets via a service desk
- Maintain detailed and accurate IT asset records
- Configure and troubleshoot VPN connections for staff working remotely
- Administer and support on premise security NVR camera systems
- Maintain door access control scheduling and modify zones as required by the IT Director and CAO
- Deploy and troubleshoot printers, scanners, and faxing technology within an enterprise environment
- Administer an MDM (Mobile Device Management) console and deploy policies, push updates and generate reports on company mobile assets
- Map out and maintain two-factor authentication solutions for workstation login and cloud-based services
- Maintain in a Grandstream VOIP based PBX telephone system; add/modify users and troubleshoot advanced issues as needed
- Terminate, install and troubleshoot networking cabling based on industry wiring bets practices
- Manage network Firewall policies and manage migration to new platforms
- Maintain user access, roles, privilege and distribution groups in Active Directory, Office 365 and Azure
- Coordinate vendor hardware and software support requests as needed to maintain end user workstation and server operations
- Monitor and react to endpoint and server security system events via RMM and antivirus real time reporting
- Implement and maintain IT security control using current cybersecurity best practices
- Maintain detailed and accurate IT asset records
- Proactively identify user and company needs, evaluate software/hardware and work with the IT Director to improve user experience
- Review event logs on servers, switches, firewalls, and Office 365 as part of normal security and Provide Tier 2 technical support for complete infrastructure and managing documentation for troubleshooting steps and procedures
- Deploy and troubleshoot printers, scanners and faxing technology within an enterprise environment.