IT Service Desk Technician II

Provide timely and accurate Tier 2 technical support for our onsite and remote employees with a strong focus on customer satisfaction.

Responsibilities include, but are not limited to, answering complex inquiries; troubleshooting to fully resolve escalated requests or issues; configuring and deploying PCs using SmartDeploy and Intune; setting up new printers and resolving printer issues; conducting new-hire orientation; installing approved software products; and maintaining conference room equipment.

The Level II technician will also assist with documenting processes in our Knowledgebase to ensure clear, accurate, repeatable, and standardized procedures.

Meticulously follow up on all outstanding tickets, providing status updates to end-users to ensure optimal response rates and exceptional service delivery.

This includes providing the IT Customer Service Support Manager with timely progress updates on escalated issues and assigned tasks without prompting.

This is a full-time, onsite position at our Newburyport campus (including some onsite support at our Portsmouth location), with hours from 8:00 a.m.

- 5:00 p.m.

(Work hours may be adjusted based upon business need).

Responsibilities Maintain a professional, can-do attitude and provide excellent customer service at every opportunity.

Monitor, research, respond, and complete assigned tickets promptly and accurately: Provide the user with timely updates, communicating progress made and next steps.

Thoroughly document all research, troubleshooting, and resolution steps in ticket notes For tickets involving multiple steps, document the resolution steps in the Knowledgebase for future reference.

Prioritize tickets appropriately, with high-severity items having primary focus to ensure no user is left unproductive for an extended period.

If further escalation is needed, collaborate with other IT members and clearly communicate the information gathered and the steps taken to date to resolve.

Identify, research, and resolve the root cause of incidents to prevent recurrence.

Fully accountable for handling all tickets and responsibilities assigned, providing proactive and ongoing follow-up feedback to the IT Customer Service Support Manager.

This includes communicating any noted trends and/or potential issues.

Actively possess and practice a process improvement mindset to develop, document, and communicate new procedures to resolve user issues and recommend enhancements for existing processes/procedures to further improve service delivery.

In addition to the ServiceNow ticketing system and Trello Board tracking, closely monitor and respond to corporate email and Teams messages to ensure full accessibility and responsiveness to users.

Perform any needed repairs and updates to hardware, software, or peripheral equipment.

Train users on how to properly use hardware/software, and provide resource materials for future reference.

Acquire and maintain current knowledge of relevant hardware, software, and system...