TITLE: Service Desk Technician II LOCATION: Green Bay, WI BENEFITS & PERKS: Medical, Dental & Vision insurance; 4% match on 401K, Life & LTD Insurance, and Employee Perks (more detail below) OVERVIEW The IT Service Desk Technician II provides Desktop assistance and is accountable and responsible for providing second level support to all levels of associates. In addition to ITSDT I responsibilities and deliverables the ITSDT II primary goal is to possess enhanced knowledge of customer service and service management processes, as well as the necessary best practices in order to provide world class support and quality service.
The Service Desk serves as the first point of contact and provides support for all IT Services. Takes the necessary steps to remedy the problem and refers more complex problems to a higher level.
The level II service desk technician will serve as an escalation point for level I service desk technicians, perform in the role of project manager, project support, develop service desk tools, assist with documenting and rolling out new or updated policies and procedures, assist the operations team with Infrastructure tasks, primary internal contact for UC support and primary service desk contact for CDW ManS. HOW YOU WILL MAKE AN IMPACT
Provide world class customer service and support
Provide back-up telephone support for the ITSDT I
Knowledge and practice of current technology trends specifically virtual environments
Enhanced understanding of the organization and the role of IT in supporting our business partners
Diagnose and troubleshoot incidents from ITSDT I and ensure they are logged/monitored in the tracking/ticketing system correctly
Provide quick, yet efficient Desktop support
Participate onsite for Go Live support of major IT initiatives
Provide IT Customer Service ‘off hours’ –independently executing standard procedures for escalation of customer issues and change control
Creation and management of system documentation
Lead continuous improvements of IT Customer Service functions
Accountable for completion of project work and handling prioritization of competing deadlines
Create alternative methods of completing tasks, correcting errors and system inconsistencies to improve the Service Desk team function
Incorporate guiding principles of Operational Excellence and Absolute Customer Commitment into all calls; whether troubleshooting incidents, assisting with requests or routing to another group. Respond with a sense of urgency; own the issue; exceed customer expectations; drive resolution; and follow-up.
Vendor and Project Management
Associate training and advocacy
Must possess high/broad knowledge in: Desktop Support, Telephony, Cellular, Security, Virtual, SAP, Network, Operations and Infrastructure
Establish and maintain process and technology standards; define, monitor and measure; maintain clear accountability; drive continuous improvement and cost reduction.
Work with other IT personnel to aid in the resolution and change control
Knowledge transfer to ITSDT I – emphasis in improving customer service and cross team interactions
Problem solving –Proactively anticipate issues, problems and business requirements. Resolve problems while maximizing efficient use of time and computing resources
Exhibit and convey high energy, empowerment, execution and empathy in all interactions
REQUIRED EXPERIENCE
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.
Teamwork – contributes valuable input and works well in a team-oriented environment.
Adaptability –willing to take on a new position or accept additional responsibilities when asked.
TRAINING / CERTIFICATION / EDUCATION
Bachelors degree in IT, MIS and/or Engineering preferred
Minimum of an Associate’s degree with a minimum of 5 years hands on experience in desktop support in a comparable environment required, with 3 to 5 years of business experience
Certifications from entities such as ITIL Foundations, HDI or Microsoft (Microsoft Certified IT Professional or Microsoft Certified Systems Administrator) is helpful.
Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver. Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.