Service Desk Technician II

OUR PURPOSE

We are focused on Good Living for the Greater Good. This means providing a true sense of home and belonging for our Neighbors and Prometheans and giving our time and resources to bring positive change locally and beyond. It also means supporting you in your career goals with the very best working experience, and that starts with us having fun in the work we do together.

YOUR ROLE AND IMPACT

Our team is looking for a Service Desk Technician II to join our IT team as a key resource for providing advanced end-user support, specializing in PC and Apple-based hardware, software applications, network and directory services, telephony, and cloud-based solutions across the organization. As a mid-level role within the IT service desk, this position is responsible for addressing more complex technical issues, implementing best practices, and contributing to the continuous improvement of IT support processes and procedures.

• Supportive Responsibilities - Analyzes, troubleshoots, and resolves complex incidents and service requests related to software, hardware, networking, cloud services, security policies, and enterprise applications. Addressing and resolving these incidents in a timely manner, ensuring proper logging, categorization, prioritization, and escalation when necessary.

• Technical Responsibilities - Create, update, and maintain comprehensive technical documentation to ensure accuracy, consistency, and accessibility of troubleshooting guides, and configuration records. Develop and document new or updated technical processes by analyzing current workflows, identifying inefficiencies, and implementing streamlined procedures, as necessary. Establish new or best practices based on emerging technologies by evaluating areas of opportunity to improve or enhance IT support and service deck efficiencies.

• Team Support – Collaborate with internal IT teams and business stakeholder to support and lead successful implementation of IT services enhancements. Participate and lead Service Desk related projects. Service as a mentor and escalation point for other Service Desk Technicians by providing technical training, knowledge sharing, and hands-on support.

JOB QUALIFICATIONS

• Associate's degree in management information systems or computer science preferred.

• Certifications such as A+, Network+, Security+, and ITIL are preferred.

• 3+ years of relevant experience within desktop support and troubleshooting.

• 3+ years of relevant experience within support for computing hardware and software including asset inventory and license tracking.

• 1+ years of experience in managing projects with responsibilities to do with Service Desk

• 2+ years of experience with IT Service Management ticketing systems.

• Fundamental knowledge of Information Security

• Able to prioritize, multi-task, and meet deadlines effectively.

• Strong communication and interpersonal skills to manage relationships internally and externally.

• Problem-solver who can thrive in a fast-paced environment.

COMPENSATION AND BENEFITS

We offer a variety of benefits that take compensation well beyond a paycheck. This includes traditional benefits and benefits you might not expect or know about. The provided salary range is based on a number of factors, including location, job-related skills, experience and qualifications.

Compensation

• Pay Range: $34.50 to $37.50 per hour

• Discretionary Annual Bonus Plan

Benefits & Perks

• Medical; Vision; Dental:100% Company-paid plans (including eligible dependents) and affordable buy-up options

• Life insurance; Accidental Death & Dismemberment Insurance; Long Term Disability

• Behavioral Health Program Accessible 24/7

• Tax-Free Flexible Spending Accounts

• 401(K) Retirement Plan with Employer Matching

• Recognition & Rewards Program (Torch)

• Vacation:10 days per year with accrual increasing over time

• Anniversary Vacation Bank Granted at Tenure Milestones

• Sick Leave: 9 days per year

• 12 paid holidays, including your birthday!

• Paid Volunteer Time

• Housing discounts

• Educational Assistance, Tuition Reimbursement, Loan Repayment, and Scholarship Awards

• Hybrid Schedule

Learn more about these and other perks of being a Promethean by exploring our full Benefits Guide.

Prometheus is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or any other status protected under federal, state or local law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

If you'd like more information about your EEO rights as an applicant under Federal Employment Laws, please check out these FMLA, EEO, and EPPA pages.