Support Technician II

Job Description

What's the Short Version?

The Support Technician II provides tier I and II technical support for the entire organization from the warehouse to

the corporate office. The Support Technician II works directly with Service Desk colleagues and other IT teams to

provide efficient and friendly support to other SanMar employees.

What Will You Be Doing?

• Provide exceptional customer service while answering incoming calls/emails for IT-related support.

• Manage and track tickets in team and personal queue.

• Clearly document issue description, troubleshooting steps and resolution details in each support ticket.

• Perform hardware imaging, deployment, maintenance and tracking.

• Remotely troubleshoot and quickly diagnose issues.

• Assist with meeting room AV setup and instruction.

• Perform desk-side support and IT equipment moves as necessary.

• Stay current with system information, changes and updates.

• Occasional after-hours and weekend work may be required.

• Perform other duties as assigned.

• Comply with all policies and standards.

Skills and Requirements

What Are We Looking For?

• At least 1 year of IT support experience (Service Desk, Help Desk, or Call Center) or equivalent training

• IT certifications (A+, Net+, CCENT, Microsoft certs) preferred

• Knowledge of Microsoft Windows OS, Mac OS X, and Microsoft Office Suite

• Knowledge of PC and Apple devices and peripherals

• Excellent verbal and written communication skills

• Excellent customer service skills, as well as knowledge of proper phone usage and etiquette

• Ability to work well under pressure

• Ability to complete tasks in a thorough and timely manner

• Ability to thrive in a dynamic, constantly changing environment

• Ability and energy to work on multiple concurrent projects and switch focus as necessary

• A positive attitude is essential

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].