Digital Support II

Description

The Digital Support II provides mid-level technical support to Campbell Companies end-users, handling Tier 2/3 incidents and service requests across hardware, software, and application environments. This role takes ownership of moderately complex issues escalated from Digital Support I, contributes to IT projects, manages device provisioning and hardware lifecycle activities, and supports field locations as needed. This position supports all Campbell Companies.

Duties and Responsibilities

Incident Resolution & Ticket Management

• Receive, triage, and resolve Tier 2/3 support tickets within defined SLA targets.
• Diagnose and resolve hardware, software, operating system, and application issues for desktops, laptops, and peripherals.
• Escalate unresolved issues to Digital Support III or the appropriate specialist with thorough documentation.
• Maintain accurate ticket records, including troubleshooting steps taken and resolution notes.

Device Provisioning & Lifecycle

• Configure and deploy new endpoints using Microsoft Intune Autopilot and standard imaging procedures.
• Manage hardware refresh cycles: coordinate procurement, imaging, deployment, user data migration, and decommission.
• Maintain asset records in the ITSM platform and ensure inventory accuracy.

Project Participation

• Participate in IT projects such as hardware refreshes, office moves, M365 rollouts, and application deployments.
• Contribute to knowledge base articles for self-service and technician reference.

AV & Field Support

• Support AV systems and Microsoft Teams Rooms, including setup, troubleshooting, and maintenance.
• Provide on-site support at Campbell Companies field locations as needed.

User Communication & Service Quality

• Communicate clearly and professionally with end-users, providing status updates and setting expectations.
• Contribute to high customer satisfaction scores through timely, thorough, and friendly service.
• Work safely in all aspects of the role.
• Performs all other duties as assigned.

Qualifications

Education

• Associate’s or bachelor’s degree in Information Technology, Computer Science, or a related field. Equivalent work experience will be considered in lieu of a degree.

Experience

• Minimum of 2–3 years of experience in IT support or a helpdesk/service desk role.
• Demonstrated experience troubleshooting hardware, software, and operating system issues.

Technical Skills

• Proficiency with Windows 10/11 and Microsoft 365 applications.
• Experience with Microsoft Intune for endpoint management and device provisioning.
• Familiarity with ITSM ticketing systems (ServiceNow, Jira, or similar).
• Basic networking knowledge (TCP/IP, DNS, DHCP, VPN).
• Experience with hardware troubleshooting (desktops, laptops, printers, peripherals).

Skills and Competencies

• Strong customer service orientation and professional communication skills.
• Ability to manage multiple open tickets and prioritize effectively.
• Self-directed with the ability to work independently and as part of a team.

Certifications (Preferred)

• CompTIA A+ or Microsoft 365 Certified: Fundamentals.
• Microsoft 365 Certified: Endpoint Administrator Associate (MD-102) a plus.

Physical Requirements

• Sit or stand for extended periods while working at a computer.
• Frequently lift, carry, and move computer equipment, monitors, printers, and AV hardware up to 50 lbs.
• Regularly bend, kneel, crouch, and reach to access equipment under desks, behind workstations, in network closets, and in conference room ceilings or walls.
• Frequent keyboard, mouse, and telephone use.
• Must have visual acuity sufficient to read computer screens, small device labels, and serial numbers, and to distinguish color-coded cables and status indicators.
• Work is performed primarily in an office environment. Field location visits may include shop, yard, and job site conditions with noise and dust, and require site-specific PPE.
• Travel Details: Occasional local and regional travel to Campbell Companies field locations. Occasional overnight travel.

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c).