IT Support Technician II

Summary Supporting our internal and external IT users. Installs, modifies, troubleshoots and makes repairs to issued hardware and software systems by performing the following duties. What You'll Do Installs and configures PC hardware and software as required. Assists in troubleshooting infrastructure equipment. Demonstrates advanced knowledge of Windows OS, PC hardware and software, and printers. Demonstrate basic knowledge of iOS and Android, and computer networking systems. Receive support calls directly from users and become the owner of specific request until completed. Once a call is received the information must be properly recorded within the ITSM tool and a response communicated to the user in a timely manner. Provide updates, status, and completion information to team lead/manager, ITSM tool, and/or users, via voice mail, or e-mail. Answer, gather required and pertinent information, include troubleshooting steps (if not able to resolve/fulfill) and properly route incoming inquiries (phone/email/walk ups) to appropriate assignment groups. Maintain and fulfill assigned tickets within agreed upon SLAs. Properly escalate assigned ticket as necessary. Create and administer network and system accounts. Keep personal work area clean and organized. Wear proper PPE where required. Completes management assigned special projects with little or no supervision and within the designated deadline. Other duties as assigned. Who You Are To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EDUCATION and/or EXPERIENCE College degree recommended, but not required. Two years of experience in a computer related field required. LANGUAGE / COMMUNICATION SKILLS English required Spanish preferred MATHEMATICAL SKILLS None CERTIFICATES, LICENSES, REGISTRATIONS A certification preferred. Other relevant technical certification preferred. PHYSICAL DEMANDS / WORK ENVIRONMENT The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Who We Are We have one purpose: Build the most valued window and door brand in America. But, like all great things, that journey starts by bringing together a team of the most passionate, experienced and dedicated window experts in the industry. From our team to our customers and our communities, we strive to inspire deeper engagements and new possibilities for all. Because we believe that business is always personal. PEOPLE FIRST ISN'T JUST A CATCHPHRASE. It's a value we live every day. We make investments for the long-haul, to ensure the success of all. Because when our people win, we all win. DOING THE RIGHT THING IS IN OUR DNA. Through best practices, strategic investments and our relentless Pursuit of 100%, we strive for higher quality, greater precision and more efficiency in everything we do. WE SERVE OUR CUSTOMERS AT A DEPTH THAT OTHERS CANNOT. We find every opportunity to deliver seamless engagements and the extraordinary experiences that lead to valued, long-lasting relationships.