Description:
The Level II Support Services Technician acts as the primary point of contact responsible for delivering first and second-level support to Guitar Center retail locations and field personnel who experience procedural or operating difficulty with the use of common systems, services, and applications.
Responsibilities will include, but will not be limited to the following:
- Participate in the design, management, and documentation of networking, systems, and campus-wide technical initiatives which may affect multiple (or all) departments.
- Collaborate in handling advanced help desk support issues.
- Use JAMF Pro to efficiently manage, inventory, and configure Apple Macs.
- Build service relationships with internal constituents; develop and maintain excellent working relationships with other departments across the organization, ensuring the IT department is well received and consistently represents professional standards and deliverables.
- Help recommend systems, processes, and procedures to ensure effective monitoring, control, and support of service delivery; maintain a thorough understanding of all organizational standards, policies, procedures, and guidelines.
- Assist the user community with IT best practices.
- Perform after-hours on-call support as needed to ensure 24/7 coverage.
- Assist with IT-related documentation/document preparation and processing as needed.
- Additional duties as assigned.