New

IT Support Technician II

Connection
United States, Massachusetts, Westborough
Nov 16, 2024
IT Support Technician II Be part of the team that drives our company forward, transforming ideas into real-world tools and platforms that support the business and spur innovation. Westborough, MA CONNECTION At Connection, our purpose is simple: we connect people with technology. From hardware—PCs, printers, servers, and more—to cutting-edge cloud, cybersecurity, and professional IT services, we design, build, and support the IT solutions that thousands of companies, schools, and government agencies rely on every day. We like to think of ourselves as the IT Department for our customers’ IT Department. Our company started out almost 40 years ago with two employees and a phone line. Today we’re a Fortune 1000 IT solutions partner operating in 174 countries around the world—still driven by that startup mentality and guided by our original purpose. https://www.connection.com/ keywords: position summary,position details,support,records,experience,education Full Time $24.00/Hr. - $25.00/Hr. Overview: Connection Services has a fantastic opportunity through our Technical Services division. We are seeking a skilled and motivated IT Support Technician II to join our team in Westborough, MA. The ideal candidate will have a strong background in troubleshooting and resolving issues on Windows computers, iPhone, desktop and tablets. Will perform all of the daily functions of the IT Support Technician I and make additional contributions to: Contact Center Lead, Knowledge Management, Incident Management and Problem Management. The IT Support Technician II will be responsible for working with a variety of internal groups and external vendors to coordinate and provide parts, service and support to our end user community. These relationships are critical to meeting support expectations. Responsibilities: Responsible for providing front line support to store and corporate end users with a wide variety of IT and facilities issues. Ability to perform the basic core Request Fulfilment and Incident Management functions of the IS Support Technician role. Responsible for acting in a Contact Center Lead role and providing workflow direction to the support staff. Responsible for reviewing and approving new or existing Knowledge Management records. Responsible for identifying, creating and communicating Problem Management records. Provide training and mentorship to new IS Support Technicians. Entity of type com.vizirecruiter.common.domain.model.Label with id: 1405 Requirements: Some Technical Course work, Associate and/or Bachelor's. Experience in a retail call center environment. Must have knowledge of Microsoft based operating systems. Basic understanding of Desktop, Laptop and peripheral IT hardware set-up and configuration. Experience working in a call center environment using ITIL based call center software. Experience in ITIL Service Transition or Operation methodologies are a plus: Incident Management, Request Fulfillment, Problem Management or Knowledge Management. A+ or ITIL Foundations Certification preferred. Min USD $24.00/Hr. Max USD $25.00/Hr.