Desktop Support Technician 2

Reporting to the Information Technology Operations Department, the Desktop Support Technician 2 is responsible for tier 2 and 3 Incidents, Service Requests, and Identity Management Administration. The Desktop Support Technician 2 is proactively involved in maintaining equipment, identifying potential problems, and researching and following up on moderately difficult to complex desktop-related problems. This person will interface regularly with various business units and end-users to perform day-to-day client support.

Essential Functions

Answer user inquiries regarding computer software or hardware operation to resolve problems.

Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems, or to provide technical assistance and support.

Mentors Desktop and Service Desk Staff and intern employees in the role of Information Technology Services. Supervises the work of internship employees.

Refer major hardware or software problems or defective products to vendors or technicians for service.

Maintain and administer the company phone system (e.g., new user setup and voicemail configuration, vendor and phone service provider relations, phone system testing and inventory).

Install and perform repairs to hardware, software, or peripheral equipment, following design or installation specifications.

Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.

Develop training materials and procedures, or train users in the proper use of hardware or software.

Confer with staff, users, and management to establish requirements for new systems or modifications.

Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.

Provide desktop support 24/7 (weekdays and weekends outside of normal business hours).

Inspect equipment and read order sheets to prepare for delivery to users.

Perform related duties as requested.

Responsible for managing all user accounts and permissions (Identity Management)

Assists with Exchange Email administration and other Identity Management responsibilities

Assists with hierarchical and functional escalations

Qualifications

Education:

Bachelor's degree in IT or related field preferred; 7+ years of equivalent experience may be substituted in lieu of education.

Microsoft Desktop Support Technician certification required

Experience:

Seven (7) or more years hands-on experience in Desktop Support and Software Support (preferably Microsoft OS and Office Platforms)

Minimum 1 year experience working in a remote environment without direct supervision.

Experience providing 24/7 support (weekdays and weekends).

Experience in the analysis, installation, administration, and troubleshooting of all aspects of a client/server data network including multi-facility client/server network and system administration and support. Experience should include IT ticketing and request systems, ITIL methodology.

Experience with Windows active directory, LDAP, and group policies

Experience with Exchange Email administration

Knowledge/Skills/Abilities:

ACTION ORIENTATION: persists and finishes projects despite obstacles, or redirects when necessary; takes action and addresses opportunities with little supervision; takes extra steps to prevent mistakes or create opportunities

INNOVATIVE: generates and explores different, creative, imaginative or unique approaches; challenges conventional practices; thinks outside the box

SPECIALIZED KNOWLEDGE: specialty field of knowledge is up to date and properly applied


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