CDW - Cherry Hill, NJ
posted 4 months ago
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 role is responsible for providing second level onsite technical support and assistance to CDW coworkers primarily in North America. This role troubleshoots, diagnoses, and resolves hardware, software, and network issues, as well as installs, configures, and maintains IT equipment and systems in collaboration with other Technology teams. The Support & Ops Tech II also provides training and guidance to coworkers on IT best practices and policies. In this position, you will provide second-level desktop support, including workstation OS (Windows and macOS) deployment for new hires and QA activities. You will troubleshoot applications and escalate issues to engineering teams, support mobile devices including smartphones and tablets, and manage printers, copiers, and MFPs. Regular testing and support of conference room A/V technology will also be part of your responsibilities. You will follow all guidelines and operational procedures, respond to and resolve incidents and requests through the ticketing system, and assist with new hire onboarding for individuals and classes. Meeting productivity and quality goals as measured by the department is essential. Additionally, you will diagnose, research, and troubleshoot computer issues, including operating systems, hardware and software, VPN, connectivity, and security tools both remotely and on-site. Participation in business-funded projects, including hardware refresh and security initiatives, is expected. You will provide backup support for the Technology Service Desk, follow asset management guidelines, and create and update knowledgebase documentation. Occasional after-hours support due to scheduled deployments and onsite incidents, as well as travel to other CDW sites for support and scheduled events, may be required.