IT Service Desk Technician (Tier II)

Reporting to the IT Manager Service Delivery, The IT Service Desk Technician (Tier II) provides moderately complex technical support to users deskside or via email, phone and/or other remote methods. Strong analytical, planning, organizing, and problem-solving skills are needed to be successful in this position. Responsible for general ticket management, help desk duties, taking phone calls, emails and providing Tier I&II level support. Must be able to manage and complete tasks independently and effectively.Key Responsibilities:
  • Provide support to users both deskside and remotely
  • Triage support tickets
  • Analyze support ticket details, identify the root cause and provide problem remediation
  • Escalate problem(s) to Tier III for expert-level troubleshooting
  • Possess excellent Hardware and Software Troubleshooting and Repair Skills
  • Provide outstanding customer service in a dynamic environment
  • Monitor networking equipment and servers
  • Provide Back Office System Troubleshooting
  • Provide technical support either by phone, remote access, or site visits as needed
  • Evaluate connectivity issues, equipment, and software
  • Set up equipment for new users
  • Set up workstations with computers and necessary peripheral devices (routers, printers, etc.)
Required Skills and Experience:
  • High school degree or equivalent; Bachelor’s degree in Computer Science, Information Systems, or related field preferred
  • We are looking for applicants with at least 2 years of Technical experience with:
    • Windows 10
    • Windows Server (current and older versions)
    • Exchange/Microsoft Office 365 (current and older versions)
    • Active Directory
    • Basic networking
    • End-User Support (Windows, Printing, Microsoft Office; MCSE Desktop Tech a PLUS)
  • ITIL 4 and ITSM experience an advantage
  • Certifications are not required but are preferred
  • Troubleshooting, project management, initiative, and professionalism are of the utmost importance
  • Perform duties and responsibilities independently
  • Ability to troubleshoot and resolve multiple issues
  • Ability to multitask, prioritize, and manage time efficiently
  • The ability and desire to gain new skills through on the job experience and training
  • Valid driver’s license and reliable transportation are necessary
  • Excellent verbal and written communication skills
  • Comfortable in a diverse and fast-paced environment
  • Goal-oriented, organized team player
  • Up-to-date knowledge of new systems, information, software, and upgrades
  • Excellent diagnostic and problem-solving skills
  • Outstanding organizational and time-management skills
  • In-depth understanding of diverse computer systems and networks
  • Knowledge of internet security and data privacy principles
At Universal Woods, it’s the people that make the UW purpose possible. And we invest in them by offering exceptional benefits like:
  • Competitive salary
  • Profit-sharing plan
  • 401(k) plan
  • Company 401(k) matching contributions (50% of first 6% contribution matched)
  • Employee Assistance Program (EAP)
  • Tuition assistance
  • Medical, prescription, dental & vision insurance
  • Vacation time & paid holidays
  • Short and long-term disability insurance
  • Health & wellness program
The Company: Universal WoodsUniversal Woods is a manufacturer of coated, hard substrates used in graphics and mezzanine decking applications. The Company serves two primary segments: (i) Sublimation, for which it supplies coated aluminum, wood, and other substrates that are to apply images through sublimation printing; and (ii) Cornerstone Wood Products (“CSWP”), for which it manufactures coated, engineered wood for warehouse mezzanine decking.Sublimation is a form of printing that transfers inks into a coated surface, resulting in vibrant colors, long life, and superior durability compared to traditional printing methods. Universal Woods sells two primary brands of sublimation substrates, Unisub and ChromaLuxe. Unisub is sold primarily in a wide variety of shapes, used in the personalized photo gift market, such as ornaments, coasters, key chains, etc. ChromaLuxe primarily sells coated aluminum and hardboard for use for printing premium fine art and personal photos.UW is headquartered in Louisville, KY, with additional facilities and operations in Ohio, Pennsylvania, Belgium, and Australia.To apply, send resumé and cover letter to: Universal Woods ATTN: VP. IT Service Delivery Human.Resources@universalwoods.com