IT Technician II

Pay Range:

• $24.00 - $25.00 / Hour

Our Perks:

• Generous PTO plans, sick pay and health benefits


• Annual bonus based on employment standing*


• Work from home and hybrid model employment


• Confie Enablement Fund/ Scholarship Program


• I-Care Recognition Program


• Corporate Social Responsibility Program


• Diversity, Equity and Inclusion Initiatives


• Confie Hub and Discount Programs (Gym Membership)

Purpose

Responsible for supporting the actual computer hardware and installation/removal of software on such systems. Solving an incident within the agreed time schedule in our SLA. The aim is the fast recovery of the IT service, where necessary with the aid of a workaround. We strive to combine both customer service and technical expertise to ensure the best possible experience for our users.

Essential Duties & Responsibilities

Responsible for working on all tickets, Level II, Level I and if necessary, Level 0, assigned to If the technician is unable to resolve the issue assigned to them, they must escalate the issue to a higher level of support and continually following up until issue resolution.

New Hire ticket resolution, Separations, and transfer tickets

Responsible for guidance and support for Level I and Jr technicians

Active Directory and Exchange Server experience

High priority printer configurations

Basic Network Support and troubleshooting

Qualifications and Education Requirements

Knowledge of basic

Experience in Helpdesk IT Contact Call

ServiceNow knowledge or

Active Directory and Exchange

Asset Management

Remote Desktop Software

BitLocker

Windows, Office: Word, Excel, Power Point & Social Media

Fluent in both English and Spanish ( Required)

Soft Skills

Service Oriented

Excellence (responsibility)

Adaptation to change

Integrity 

Commitment 

Work under Pressure

Preferred Skills

Customer Service

Negotiation

Problem Solving

Communication

Attention to detail 

Organized

Learning Capacity

Other Duties

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice

Notice

As permitted by applicable law and from time-to-time, Confie may use a computer system that has elements of artificial intelligence to help make decisions about your employment, including recruitment, hiring, renewal of employment, or the terms and conditions of your employment. Employees with questions about Confie’s use of these computer systems should contact Human Resources at [email protected]