HelpDesk Technician II
- Work closely with internal support groups and external service providers to identify, resolve or coordinate the resolution of Laptop, software problems, and issues.
- Extensive experience providing helpdesk and desktop support for Apple (MAC 75%) & Windows (25%) computers in an enterprise environment (both phone & desk-side)
- Ability to provide timely resolution for all end-user requests and root cause analysis for issues
- Ability to Image / Re-image Mac & Windows 11 Operating Systems.
- Strong understanding of common IT infrastructure platforms, operating systems, tools, monitoring, and concepts.
- Strong troubleshooting skills with Windows 11, Apple OSX, and other business applications.
- Expert desktop imaging and software packaging skills.
- Hand-on experience working with Service Now , JSM & Logmein123 Remote tool.
- Hands-on experience with Active Directory, Exchange/Office 365, and Group Policy administration.
- Efficiency in working through tools such as Microsoft SCCM and JAMF Casper.
- Resolve incident and support requests from Experian Consumer Services team members via multiple channels (voice, tickets, email, and walk-ups/desk side).
- Makes recommendations for process improvements and technology changes.
- Create and maintain documents and procedures, with direction from management.
- Identify and define system security & Vulnerability Management
- Prepare and document standard operating procedures and protocols
- The ability to inspire technicians by providing new ideas or concepts to consider helps "roadmap" the future.
- Knowledge on Asset Management would be an added advantage.
Qualifications
- Require a Bachelor??s degree in Computer Science or other technical degree or equivalent experience
- Typically requires 5 years of related experience
- Must possess strong communication skills (written and oral) as well as significant customer service skills
- Ability to work effectively with cross-functional teams.
- Ability to work in a highly dynamic environment with technical skill levels and skillsets
- Strong analytical and problem-solving skills
- Ability to provide input and recommendations on new technology and process improvement
