IT Service Desk - Tier 2

Executech. We are nerds. We are professionals. We are a group of fun-loving, joy-riding, tech-jiving, scruffy-looking, snack-eating, computer-lovers and we’re looking for one more to join us. We are a full-service IT consulting firm. We’ve been around for nearly 20 years and we’re the largest, most trusted IT provider in the West. 

Don’t work here because you need a job, work here because you want THIS job, because Executech can become your true career. 

We’re not looking for the “average” IT person. We need a cut above. At Executech you’ll work in a variety of industries with dozens of different technologies. You will learn more here in a year than you could in 5 years somewhere else. 

Job Summary:

Provide quality on-site support to clients. When not on mobile assignments, take service desk tickets and resolve. Develop policies and procedures governing how to troubleshoot IT issues at client sites, including identification, documentation, distribution and resolution. May assess new products or services and suggest enhancements to senior management. Relies on extensive knowledge and professional discretion to achieve goals. Significant ingenuity and flexibility is expected. 

Job Duties: 

1. Travel to various client locations to perform onsite work on computer and network hardware and/or software. 

2. Troubleshoot and solve support tickets while on-site at client location. 

3. Communicate with client contact to make necessary decisions and ensure satisfaction. 

4. Install/replace/repair hardware and software as necessary. 

5. Back up all client data in effort to ensure no data is lost and have the ability to get back to where the client started, never create a worse than when arrived situation. 

6. Make suggestions to client PSE/vCIO regarding upgrades or changes which could enhance the clients’ network/system and/or further allow for an enhanced overall client experience.

7. Develop policies and procedures governing how to troubleshoot specialty issues, including identification, documentation, distribution and resolution. 

8. Assess new products or services and suggest enhancements to management. 

9. Formulate and follow projects for clients. 

10. Rely on extensive knowledge and professional discretion to achieve goals. 

11. Manage others as needed for completion of issues. 

12. Assist service desk as needed to effectively resolve tickets. 

13. Field telephone calls, email communication and support tickets regarding computer hardware and software.

14. Effectively communicate with internal and external contacts at all levels 

15. Promptly enter time into timesheets, tickets, expense reports and all other required documents. 

16. Perform other duties as assigned or otherwise identified. 

Top skills needed

1. Active directory understanding & experience
2. Office 365 understanding & experience 
3. Client/team communication and situational awareness
4. Experience troubleshooting Windows machines 
5. Base networking knowledge for troubleshooting

Nice to have skills

1. Azure / Intune experience 
2. Experience supporting Sharepoint 

Powershell administration experience

Knowledge, Skills and Qualifications: 

5-7 years’ experience and bachelor’s degree in related area, preferred 

Superior knowledge of office equipment (copiers, fax, printers, etc.) and general office operations 

Excellent organizational, written and verbal communication skills a must 

Excellent project management skills 

3 years’ project experience or equivalent client site management 

Expert in designated specialty (Server, Storage, VDI, AD, DNS, Exchange, Lync)

Highly proficient with network troubleshooting and topologies 

Professional, pleasant and patient in demeanor 

Valid Driver’s License 

Exceptional customer service orientation, high degree of professionalism, and ability to work with minimal supervision 

Must have demonstrated maturity in judgment and ability to provide guidance to others 

Must be flexible, prioritize workload, able to manage multiple tasks, and have strong attention to detail 

Ability to develop, engineer, and manage projects to full completion 

Ability to be exceptionally self-reliant and self-directed 

Ability to shift focus and priorities throughout the day 

Regular attendance and timeliness 

Ability to effectively handle stress and pressure consistent with the job duties and industry