Service Technician II – IT Help Desk

This is a fully remote position, open to applicants in Texas.

📋 Description

• Investigate, analyze, and resolve issues related to hardware, software, and communication within computer systems.

• Execute intricate hardware repairs and maintenance on an extensive array of PC-based computers and peripherals.

• Offer advanced technical assistance and support for hardware issues.

• Troubleshoot and rectify failures and conflicts in system hardware, software, and communications.

• Install, integrate, and configure new computer systems and hardware for end-users.

• Provision, modify, and revoke user access for systems and applications in line with access policies and established standard operating procedures.

• Review, prioritize, and manage problem reports; document the progress of various projects.

• Document technical processes and support procedures, contributing to standardization for consistency, efficiency, and knowledge sharing.

• Assist with multiple audits, including quarterly system access, software, and licensing reviews.

• Uphold high-quality customer service standards when addressing inquiries.

• Perform additional job-related tasks as assigned.

• Adhere to procedures regarding call duration and the escalation process.

• Resolve tickets to align with established service level agreements (SLAs).

⛳️ Requirements

• A High School diploma or equivalent is mandatory.

• A Bachelor’s Degree in Management Information Systems, Computer Science, or a related field, or equivalent technical/vocational certification or experience is preferred.

• Over 5 years of experience in PC maintenance/repair and application software support.

• Proficiency in Microsoft Office software products is required.

• Certifications in software and hardware are advantageous.

• Familiarity with the Incident Technology Infrastructure Library (ITIL) or Cobit framework is desirable.

• Experience in retail pharmacy operations is a plus.

• Background in a corporate business environment is preferred.

• Capability to perform advanced and complex repairs and upgrades on various computers and peripherals.

• Knowledge of a broad range of computer systems software, applications, hardware, and communications.

• Ability to manage and complete multiple projects concurrently.

• Understanding of advanced computer troubleshooting techniques.

• Skill in diagnosing the nature and extent of various computer problems.

• Competence in installing and configuring computer systems, hardware, and peripherals.

• Capability to make administrative and procedural decisions and judgments.

• Knowledge of customer service standards and procedures.

• Proven leadership potential.

• Demonstrated self-motivation and a positive attitude.

• Ability to mentor co-workers to foster team success.

🏝️ Benefits

• Comprehensive mental health and wellbeing resources.

• Nationwide Blue Cross Blue Shield PPO with an employee-friendly plan design, including an $850 individual annual medical deductible and $25 office visit copays, along with low biweekly premiums.

• Company-sponsored basic life/AD&D, short-term and long-term disability insurance.

• Prescription drugs, dental, vision, other voluntary benefits, and FSA.

• Employer-matched 401k Plan.

• Industry-leading PTO plan.

• And more!