SASS IT Service Desk Technician II

POSITION SUMMARY The Service Desk Technician II leverages their advanced communication, analytical, investigative, troubleshooting, and problem-solving abilities, combined with deep technical expertise, to swiftly and accurately identify, analyze, communicate, and resolve incidents, problems, and service requests.
This technician serves as the primary point of contact for users seeking support and maintenance, all while ensuring the secure, stable, and efficient operation of IT services, encompassing computing, peripherals, mobile devices, applications, data, and operating systems.
This optimization allows end users to complete their business tasks and maximize the value of their IT service investments.
The technician deploys an array of remote support tools, diagnostic systems, telephone, remote assistance, and IT service management (ITSM) tools to achieve these support objectives.
COMPENSATION This position has a salary range of $25.
88 to $36.
23 per hour in Honolulu, Hawaii.
BENEFITS Comprehensive insurance programs including medical, dental, and vision Company-provided benefits such as life insurance, short and long-term disability, and an employee assistance program Competitive 401k match program with zero vesting period Annual bonus and salary review programs Competitive paid time off, personal days, and federal holidays Reimbursement benefits for fitness, transportation, and tuition up to $5,250 annually Plus, many employee discounts with major retailers ABOUT THE COMPANY Saltchuk Aviation Shared Services is a part of the Saltchuk family of companies.
Our mission is to provide safe, reliable aviation services for our customers and create a place for employees to build long-term careers.
RESPONSIBILITIES Receive, prioritize, and respond to incoming calls, requests, and emails regarding IT incidents and requests.
Accurately record, track, document, and close every service desk incident, problem and request details and problem-solving process, including all successful and unsuccessful actions taken through to final resolution.
Perform onsite research, analysis, diagnosis, support, administration, remediation, escalation, and resolution of complex IT incidents, problems, and service requests for end users in a timely, customer-focused, and accurate fashion.
Recommend and implement corrective solutions and process improvement as needed.
Escalate, liaise, partner, and directly participate with vendors, outsourcers, and contractors to troubleshoot maintain and support IT services when required.
Escalate and collaborate problems (when required) to immediate members of the service desk team, other ITS teams, and other departments in the company to ensure efficient operation and timely resolution of IT services.
Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels.
Installs and maintains structured network cabling and proximity access control systems.
Assess the need for and implement performance upgrades to desktops, and laptops, including the installation of CPUs, cards, ribbon cables, hard drives, RAM, CD-ROMs, etc.
Develop and maintain an up-to-date inventory of all computing equipment, software, and peripheral devices including accurately documenting instances of desktop equipment or component failure, repair, installation, and removal.
Develop and maintain configuration items using ITSM solution.
Research and apply diagnostic utilities to aid in troubleshooting.
Work and collaborate with ITS teams, Change Advisory Board members, and stakeholders to identify and resolve IT incidents in a timely and accurate manner.
Evaluate new technologies and platforms to determine their applicability to solving business challenges and needs.
Make recommendations.
Assist in hardware & software releases and roll-outs according to Change and release management best practices and policies.
Perform installations and configurations of software, hardware, and peripherals on workstations.
Ensure that all workstations are deployed and maintained according to approved and standard configurations.
Perform preventative maintenance, including inspection, repair and cleaning of desktop computing, printers and peripheral devices.
Tests solutions to ensure incidents and problems have been adequately resolved.
Perform end of shift incident, problem and request debriefing, status and knowledge transfer.
Provides knowledge transfer and support for fellow IT staff on the operation of IT services.
Submits resolutions in the knowledge management database.
Manages SLAs to meet customer's expectations.
Other duties as assigned.
MINIMUM QUALIFICATIONS High school graduate or equivalent.
Associate's degree preferred.
A+ Certification required.
Minimum of 1 year working as a Service Desk level or tier 1.
Working knowledge of Windows environment, Exchange, Active Directory, and Group Policy.
Experience using Microsoft Office.
Working knowledge of LAN/WAN theory, Active Directory, and Exchange.
Must have excellent interpersonal, organizational, written and verbal communication skills, and the ability to communicate technical information to non-technical users.
Ability to perform duties under limited supervision.
Independent problem-solving ability is critical.
Must be able to analyze and troubleshoot common computer problems and to learn new systems on the job.
Ability to handle multiple projects and tasks simultaneously in a fast-paced environment.
Ability to focus and concentrate on details under pressure.
Demonstrated capability to follow through on assigned tasks and meet deadlines.
Ability to read, analyze, and interpret technical publications and periodicals.
Ability to write procedures and technical documentation.
Ability to effectively communicate information and respond to user requests in a concise manner.
Physical demands include the ability to lift 50 pounds and maneuver in tight confined spaces.
While performing the duties of this job, the employee is frequently required to sit, talk or hear, and to use hands and fingers for computer input.
PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Able to lift 50 pounds and maneuver in tight confined spaces.
While performing the duties of this job, the employee is frequently required to sit, talk or hear, and to use hands and fingers for computer input.
DISCLOSURE The intent of this Description is to provide a representative summary of the major responsibilities performed and results expected by persons assigned to this job.
They are not intended to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with a job.
Incumbents may be required to perform other job-related tasks other than those specifically presented in this description.
EQUAL OPPORTUNITY All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, identity, national origin, disability, or status as a protected veteran.
If you are a person with a disability needing assistance with the application process, please email RecruitingTeam@saltchukaviationss.
com.
DISCLOSURE The intent of this Description is to provide a representative summary of the major responsibilities performed and results expected by persons assigned to this job.
They are not intended to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with a job.
Incumbents may be required to perform other job-related tasks other than those specifically presented in this description.
EQUAL OPPORTUNITY All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, identity, national origin, disability, or status as a protected veteran.
If you are a person with a disability needing assistance with the application process, please email RecruitingTeam@saltchukaviationss.
com.
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)