Information System Technician Ii

We are building a team of trailblazers, who embody growth, impact, and excellence.

**Job Description**:
Job Duties
- Serves as first point of contact for employees needing technical assistance
- Deliver excellent customer service through all employee interactions
- Document problem resolutions thoroughly using Help Desk best practices
- Use intermediate troubleshooting techniques without SOPs to resolve IT issues
- Prioritize workload for users that are experiencing work stoppages
- Assist with user authentication issues including 2 factor authentication support
- Provide guidance and mentorship to Information Systems Tech I role
- Remote desktop support for remote and local users
- Apple iPhone & Android troubleshooting support
- Maintain open communication with IT Help Desk Team around solving issues that are trending
- On-Call rotation to support after hours end user issues (1 week a month)

Accountabilities
- _ Operational Excellence:_ Diagnoses and resolves employee workstation problems, follows best practices when resolving helpdesk tickets, performs preventative maintenance, and escalates tickets as appropriate.
- _ Customer Service:_ Provides clear and constant updated support to internal customers with the appropriate level of empathy and urgency when resolving issues.

Required Qualifications
- High School Degree
- 3-6 years of desktop support experience
- Office 365 support experience
- Knowledge of Exchange, Teams, Telephony, Active Directory MACD
- Knowledge of PC imaging, BitLocker, end-point patching, Azure AutoPilot, Office 365 products
- Audio/Visual equipment experience including live streaming YouTube, Facebook Live, LinkedIn Live
- Inventory Management skills
- Strong communication, interpersonal skills, and a customer service-oriented mindset
- Knowledge of asking targeted questions to quickly understand the root cause of a problem
- Willingness to work in a fast-paced environment
- Independent self-starter that will take action on needs as they arise
- Highly motivated team player that’s seeks best in class customer service
- Ability to work under pressure

Preferred Qualifications
- Bachelor’s Degree
- CompTIA A+, Network+, Security+

Direct Reports

There are no direct reports to this role

Working Environment
- Conditions may include working inside and/or outside. May work around office machinery with moving parts and moving objects. Working near radiant and electrical energy. Working closely with others or working alone. Working extended or irregular hours and travelling by all possible modes of transportation.

Physical Job Requirements
- Ability to walk, stand, sit, kneel, push, stoop, reach above the shoulder, grasp, pull, bend repeatedly, climb stairs, identify colors, hear with aid, see, write, count, read, speak, analyze, lift and carry under 30 lbs., and perceive depth.

Tools and PPE Requirements
- Equipment (machines, tools, devices) used in performing the essential job function include but not limited to computers and related equipment, calculators, copiers, fax machines, and telephone.

Limitations and Disclaimer

This job description describes the general job duties, accountabilities and physical requirements associates with the position; it is not an exhaustive list of all the duties, accountabilities, or skills required for the position.

This job description neither states nor implies that the listed general job duties, accountabilities, and physical requirements associated with the position are the only tasks expected of an employee. An employee is also required to follow any other job-related instructions and perform any other job-related tasks requested by their supervisor and not in violation of any applicable laws, regulations, or rules.

Requirements are representative of minimum levels of knowledge, skills, and abilities. To perform this job successfully, an employee must possess the abilities and aptitude to perform each duty, accountability, and physical requirement proficiently.
- Pinnacle is an equal employment opportunity employer and does not discriminate based on race, color, national origin, religion, gender identity, sexual orientation, sex, age, disability, veteran or military status, genetic information, or any other characteristic protected by applicable law._