IT Support Technician II - Connection

Connection Services has a fantastic opportunity through our Technical Services division. We are seeking a skilled and motivated IT Support Technician II to join our team in Westborough, MA.  The ideal candidate will have a strong background in troubleshooting and resolving issues on  Windows computers, iPhone, desktop and tablets.  Will  perform all of the daily functions of the IT Support Technician I and make additional contributions to: Contact Center Lead, Knowledge Management, Incident Management and Problem Management.  The IT Support Technician II will be responsible for working with a variety of internal groups and external vendors to coordinate and provide parts, service and support to our end user community. These relationships are critical to meeting support expectations.

Experience:

• Responsible for providing front line support to store and corporate end users with a wide variety of IT and facilities issues
• Ability to perform the basic core Request Fulfilment and Incident Management functions of the IS Support Technician role
• Responsible for acting in a Contact Center Lead role and providing workflow direction to the support staff
• Responsible for reviewing and approving new or existing Knowledge Management records
• Responsible for identifying, creating and communicating Problem Management records
• Provide training and mentorship to new IS Support Technicians

Skills: