IT Support Engineer II

• Diagnoses computer problems, monitors computer processing systems, installs hardware/software and performs tests on computer equipment and programs
• Provides second-tier technical assistance and support for incoming queries and issues related to computer systems, software and hardware
• Contributes and/or leads IT projects as requested
• Participate in On-Call rotation schedule for after-hour critical & emergency Helpdesk Support
• Responds to escalated questions/helpdesk tickets, whether in person, over the phone or via email
• Installs workstations and, when needed, trains end-users on computer use
• Installs, modifies and repairs computer hardware and software
• Perform Quality Assurance / Quality Control before devices are deployed
• Assists with computer set-up, configuration and troubleshooting for remote jobsites and offices
• Maintains current and accurate inventory of technology hardware, software and resources
• Complies with and enforces internal policies, processes, and procedures
• Complies with the PRIME Safety Program – learns and follows safety regulations, procedures and safe work practices
• Performs other duties as requested

• Associate’s degree (A.A.) or equivalent from two-year college or technical school and three to five years related experience and/or training; or equivalent combination of education and experience.
• Strong understanding of how software and operating systems work
• Excellent listening, communication and problem-solving skills
• Strong attention to detail with the ability to organize, prioritize and manage multiple tasks within set deadlines
• Ability to think logically and analytically while maintaining a strong customer focus under stressful situations

Licenses/Certifications:

None

Supervisory Responsibilities:

None

Special Requirements/Physical Demands/Working Conditions:

Work is primarily performed in an office setting with minimal health or safety hazards.  Noise level and temperature is moderate.  Minimal lifting or climbing.  Some travel such as, but not limited to, other offices, work sites and local business errands.  Requires operating office machines such as, but not limited to, computers, copiers, scanners and phones.

Communication Skills:

Ability to read and comprehend instructions and write basic correspondence such as memos.  Face-to-face and telephone communication.  No presentation skills necessary.

Reasoning Ability and/or Critical Thinking:

Ability to define problems, collect data, establish facts and draw valid conclusions.  Ability to interpret an extensive variety of technical instruction.  Constructive thinking and alternative short- to long-term solutions must be considered.  Action plans must be developed and implemented.