IT Support Technician II

Niagara Falls, NY 14301

Posted: 03/04/2019 Employment Type: Permanent Industry: IT Job Number: 1260 Pay Rate: Negotiable

Lighthouse Technology Services is seeking an IT Support Technician II for a direct placement role in Niagara Falls, NY.

Responsibilities Include:

  • Provide support for all hardware, software desktops, servers, networks, telecommunications, and/or the AS/400.
  • Work closely with Application Services and Technical Services team, management, and vendors to research and gain resolution on more difficult issues.
  • Resolve and escalate technical problems according to standard operating procedures and within defined service levels up to and including dispatching IT Support Technician III’s onsite.
  • Daily focus will be on user account administration and maintaining policies/procedures as it relates to System Access Approval.
  • Documents, tracks and monitors problems and resolutions to ensure timely resolution.
  • Will serve as a backup to IT Support Technicians when directed by the IT Support Shift Manager or the Operations Support Manager..
  • Receive and respond to customer requests to identify, troubleshoot and resolve computer operating system, application and hardware issues.
  • Responsible for all user access creation and maintaining current database of user accounts.
  • Work with other departments to identify access needs and gather all needed approvals when required.

Responsible for managing system access approval process.

Work alongside other IT staff to complete work requests as directed by the Operations Support Manager or IT Support Shift Manager in support of the technical infrastructure. This could include desktops, servers, networks, telecommunications, and/or the IBM iSeries (AS/400).

Seek to gain an understanding of the technical infrastructure components in use throughout the company, their designs and their operations, how they interact with one another, and how to effectively troubleshoot, install, and repair said components.

Act as a mentor to IT Support Technician I’s and ensure that the appropriate trouble-shooting tasks are carried out and understood by the Team.

Interact with customers, answering questions and responds to special requests.

Assist with resolving operational problems with users, coordinating proposed solutions with Application Services team, Technical Services team, and management.

Provide technical escalation, advice, and disseminates resolution updates to the team to ensure timely resolution of work orders.

Work with Application Services and / or Technical Services and hardware/software vendors to resolve hardware/software issues, on-line processing or application problems as directed.

Log all customer interactions into tracking database.

Participate in shift turnover (pre-shifts) to ensure timely resolution of problems.

Work with management to plan and accomplish goals.

May be asked to perform a variety of tasks as directed.

Create and update all documentation relating to infrastructure components, and user locations.

Perform new hire orientation pertaining to all aspects of IT Support, as assigned.

Maintain a working knowledge and practical application of information security principles and practices as they relate to their job responsibilities.

Proactively assess potential risks and vulnerabilities within the environment.

Understand and comply with all information security policies and procedures at all times.

Provide exceptional customer service to all patrons and communicates in a pleasant, friendly and professional manner at all times.

Maintain a professional work environment with supervisors, managers and staff.

Meet the attendance guidelines of the job and adhere to regulatory, departmental and company policies.

Must complete all required Training programs within nine (9) months from commencement of employment.

Attend all necessary meetings.

Note:  24x7 facility 

Requirements Include:

  • Must be 18 years of age or older upon employment.
  • Associates Degree in computer science, management information systems or a closely related field, and completion of two (2) or more of the IT approved certifications is required.
  • One - three (1-3) years’ experience in a Help Desk or similar Technology Support environment required.
  • Minimum of three (3) years’ experience supporting Windows networking environment including Windows clients and servers, supporting an IBM iSeries (AS/400) environment including commands and utilities preferred.
  • Customer service experience in an Information Technology environment is required.
  • Experience with PBX and voicemail systems is preferred.
  • Must possess excellent communication skills.
  • Must have the ability to write routine correspondence and to speak effectively to the public, employees, customers and vendors.
  • Must be able to demonstrate mentoring and coaching skills around day to day tasks.
  • Must have the ability to deal effectively and interact well with the customers, vendors and employees.
  • Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner.
  • Must be resourceful, utilizing all resources that are available to resolve issues.
  • Must demonstrate good judgment.
  • Must be a team player with strong interpersonal skills.
  • Must be willing to work nights, weekends and holidays as required.

 

Requirements Include:

  • Must be 18 years of age or older upon employment.
  • Associates Degree in computer science, management information systems or a closely related field, and completion of two (2) or more of the IT approved certifications is required.
  • One - three (1-3) years’ experience in a Help Desk or similar Technology Support environment required.
  • Minimum of three (3) years’ experience supporting Windows networking environment including Windows clients and servers, supporting an IBM iSeries (AS/400) environment including commands and utilities preferred.
  • Customer service experience in an Information Technology environment is required.
  • Experience with PBX and voicemail systems is preferred.
  • Must possess excellent communication skills.
  • Must have the ability to write routine correspondence and to speak effectively to the public, employees, customers and vendors.
  • Must be able to demonstrate mentoring and coaching skills around day to day tasks.
  • Must have the ability to deal effectively and interact well with the customers, vendors and employees.
  • Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner.
  • Must be resourceful, utilizing all resources that are available to resolve issues.
  • Must demonstrate good judgment.
  • Must be a team player with strong interpersonal skills.
  • Must be willing to work nights, weekends and holidays as required.

 

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