Support & Ops Tech II

Description
Bring your IT career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your career and future. A Fortune 200 leader, we're the driven professionals and technology experts companies turn to most to solve their IT challenges. The Support & Ops Tech II position provides second-level desktop support for coworkers and contractors working from home and onsite across CDW locations. The technician participates in technology-related projects for the desktop environment including configuration and deployment of desktops and laptops, application installation, troubleshooting, incident and request handling, and collaboration with all Technology infrastructure teams.
* What you will do:
* Provide second-level desktop support including Workstation OS (Windows and macOS), Application issues, Mobile devices including smartphones and tablets, Printers/Copiers/MFPs, Virtual Meetings, Conference Room and A/V.
* Follow all guidelines and operational procedures.
* Respond to and resolve incidents and requests through ticketing system.
* Meet all productivity and quality goals as measured by the department.
* Diagnose, research and troubleshoot computer system issues, including operating systems, hardware and software, VPN, connectivity, anti-virus both remotely and on-site.
* Participate in business-funded projects including yearly hardware refreshes.
* Provide backup support for the Technology Service Desk.
* Follow all asset management guidelines and procedures.
* Create and submit knowledgebase documentation.
* What we expect of you:
* High School Diploma or equivalent.
* 3 years of experience in an IT-related field.
* Excellent verbal and written communication skills with the ability to effectively interact with company stakeholders, leadership, coworkers, and contractors.
* Experience working in a fast-moving environment with strong multitasking ability to handle multiple tickets and projects concurrently.
* Strong attention to detail.
* Ability to write and present information to create documentation and to communicate status of tasks (progress and milestones).
* Demonstrated organizational and time management skills.
* Ability to work under general supervision.
* Strong interpersonal skills.
* Demonstrated ability to provide in-person, virtual, phone, voicemail, email, and instant message support.
* Experience deploying and supporting Windows 10/11 and macOS.
* Experience installing/uninstalling workstation hardware/software.
* Experience performing mass workstation deployments and migrations.
* Participate in rotating after-hours on-call support.
* Ability to provide onsite support and occasional travel to other offices.
* Lift up to 20-50lbs on a regular basis, with or without assistance.
* Associate or bachelor's degree, a plus.
* 4 years of IT-related experience, a plus.
* CompTIA A+ Certification a plus.
* Apple Certified Support Professional a plus.
* Desktop Support Technician (HDI) a plus.
* ITIL v4 Foundations a plus.
Who we are:
CDW is a leading technology solutions provider to business, government, education and healthcare organizations across the globe. Our fingerprints can be found on technology in workplaces of more than 250,000 companies; from fresh-faced start-ups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small.
What you can expect from us: Culture, coworkers, careers.
CDW is not only the People Who Get IT but the People who get People. Our relationships are fueled by our deep expertise and grounded in the CDW Way. Our empowering leadership makes things happen and inspires their teams to do the same. From the teammates beside us to the leaders who guide us, we move forward together. At CDW, you'll work with people who inspire you. People with positive, success-driven attitudes who you will learn from and forge strong relationships with. Bring your best true self- and your best ideas- to CDW. Because diverse perspectives bring forth better problem solving- and better solutions for our customers on a rapidly evolving technology landscape.
Equal Opportunity Employer, including disability and protected veteran status
Benefits overview: [https://cdw.benefit-info.com/](https://cdw.benefit-info.com/)