Desktop Support Technician Ii

About Blackhawk Network:
At Blackhawk Network, we shape the future of global branded payments through the prepaid products, technologies, and networks that connect brands and people. Our collaborative innovation and scalable, security-minded solutions help our partners to increase reach, loyalty, and revenue. We believe our future holds great things for Blackhawk Network and its partners. We believe that together, we can shape the future. Our beliefs? Win as one team, be innovative, global excellence and be inspiring

So, what are you waiting for? Shape your career and join our global network.

Overview:
In this customer service focused role, the Onsite IT Support Specialist puts the customers, Blackhawk Network employees, first and provides an excellent customer experience to each employee. In this role, you will ensure proper computer operation and system access, so employees can accomplish business tasks.

**Responsibilities**:

- Project assignments with mínimal supervision.
- Desktop computing environment consists of Windows 7/10, MAC OS, and iOS.
- Provide Tier 2 support for escalated requests from Remote Service Desk Technicians in a courteous and professional manner.
- Manage escalated incidents and resolve the incidents working with Remote Service Desk team to capture details in knowledgebase articles for future reference.
- Access software updates, drivers, knowledge bases, diagnostics utilities, and frequently asked question resources on the Internet and internal knowledge base to aid in problem resolution.
- Build rapport and elicit problem details from employees.
- Perform post-resolution follow-ups to all help requests.
- Record, track, and document incident requests to final resolution.
- Asset Management tracking as equipment is deployed / returned to stock/ retired.
- Active Directory administration.
- Provide VPN connectivity support for remote personnel.
- Support all network printers and desktop peripherals.
- Experience with supporting VLANS, DHCP, DNS, Security policies, Layer 7 firewalls, and site to site VPN’s.
- Evaluate documented resolutions and analyze trends for ways to prevent future problems.
- Develop an understanding of how the IT Services that currently exist can be uniquely applied to the customer base.
- Develop an understanding of the unique technology requirements that exist within the business unit(s).
- Suggest and advocate technology solutions and enhancements that meet the need of the business unit(s).

Qualifications:
- College degree preferred; equivalent and relevant experience considered.
- 3+ years relevant End User support work experience.
- 3+ years with LAN\WAN networking.
- Excellent customer service skills.
- Experience working in a team-oriented, collaborative environment.
- Knowledge of computer hardware, including laptops, desktops and peripherals (PC & Mac).
- Experience with desktop (PC & Mac), server, and mobile operating systems (Windows 7/10, MAC OS, Windows Server, Android and iOS).
- Application support experience with Office 365 Business Applications and Services, MS Office, Outlook, One Drive, SharePoint, Teams, etc.
- Experience supporting Global Protect, Symantec Endpoint Protection, and various Adobe products.
- Experience using ServiceNow for Incident tracking and Asset management.
- Experience with utilizing JAMF for Mac management and imaging.
- Experience with utilizing Microsoft SCCM for PC management and imaging.
- Working knowledge of a range of computer diagnostic tools utilities and support tools including Windows Performance Monitor, Windows Resource Monitor, and Beyond Trust Bomgar.
- Able to maintain and track stock inventory.
- Excellent written and oral communication skills.
- Excellent interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
- Strong documentation skills.
- Ability to conduct research into a wide range of computing issues as required.
- Ability to absorb information quickly and retain this knowledge for future reference.
- Ability to present ideas in user-friendly language.
- Highly self-motivated and directed.
- Perceptive attention to detail.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.

GLDR