Recruiter - Lorena Padilla
Position reports to: Omar Martin Rivera
Work schedule: Hybrid, going to the office in Santa Fe for 4 days

The End User Services Technician II is responsible for a broad scope of operational support and install, move, add, and change (IMAC) requests supporting the Desktop IT infrastructure in office environments. End User Services Technicians also support events.

How You'll Make And Impact
Provides service and end user support during maintenance checks or dispatches
Diagnoses errors or technical problems and determine proper solutions
Produces timely and detailed service reports
Documents processes
Collects and analyzes performance data to provide technical assistance
Provides technology support as needed for events
Ties workflow to schedule
Accurately documents solutions related to complex issues
Creates workaround procedures when standard procedures have failed and ensures issues are resolved

Team Dynamics
Customer-centric and oriented to service delivery




Attention to detail, strong communication skills
Passionate about technology
Ability to lift and move hardware
Strong knowledge of Windows 10 and 11, Office products

Qualifications
Education
Bachelor's in Information Technology or equivalent
ITIL V3 or V4 certification

Experience
+2 years of experience as a Desktop Support Specialist or End User Support
Experience with ServiceNow
Active Directory administration
Networking fundamentals
Excel proficiency
Mac environment support

Skills/Certifications
Strong knowledge of Windows and Mac operating systems
Strong knowledge of Windows 10, Office products
Familiarity with desktop, laptops mobile devices, printers or other devices
Familiarity with Active Directory, ITIL Service Management and ticketing systems

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