Support Engineer II

Basic Function and Scope of Responsibility:  The Support Engineer role is primarily responsible to provide a single point of contact for end users to receive support within the organization's desktop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all end-user equipment to ensure optimal performance. The person will also provide frontline help desk coverage (in person, by telephone, or via email), requiring problem analysis, technical assistance, and training of associates for various information systems.Essential Job Duties:Level I - MinimumAnswer help desk tickets and provide remote support by troubleshooting and resolving hardware, software, printer, connections, phone and messaging systems issues.Provide the first level of support for all technical issues.Provide triage service for all incidents, including first response, information gathering, and routing incidents to appropriate teams.Provide desktop support for incidents that cannot be resolved remotely.Maintain complete, timely, and accurate records of support in the ticketing system, including knowledge base updates to assist others in resolving similar tickets.Assist employees with general administrative needs relating to passwords, application access, local backups/restores, forms, and policies.Educate end users on operating systems and software applications and how to use the phone system effectively.Set up computer, equipment, phone, email, voicemail, and security for new users.Make any changes or deletions for employee moves or terminations.Participate in training new employees at new hire orientations.Manage user accounts and permissions.Maintain IT inventory list and licensing agreement information to ensure we remain in compliance.Contact appropriate maintenance, technical support, or programming personnel for hardware or software failures and escalate issues when needed.Install, upgrade, and maintain updates to software applications.Maintain daily tape backup and off-site tape storage.Maintain change control log for all computers.Represent the department and the organization favorably and in accordance with established Company standards and associate attributes at all timesOther duties as assigned by managementLevel II – Fully meets the responsibilities of Level I plus the following:Installs, configures, and maintains personal computers and workstations.Serve as primary contact for administration activities and responsibilities for desktop computers, printers, phones, smartphones, software deployment, antivirus management, security and patches as well as additional technologies inclusive of both hardware and software.Maintain complete, timely and accurate record of administration.Organizes workload to ensure deadlines are met; schedules work assignments in order of priority and date received.Provides instruction and training to end users in operating systems, software applications, the telephone system, building security and manages card access.Set up computer, equipment, phone, email, voicemail, and security for new users, also make any changes or deletions for associate moves or terminations.Install, upgrade and maintain updates to software applications.Maintain change control log for all computers.Write and maintain knowledge-base articles and user documentation.