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The EUS Desktop Technician II is a member of the End User Services team and is responsible for delivering high quality technology support and services to SVB's end user community. The technician must balance strong technical abilities with genuine interpersonal skills to satisfy our internal customers and fulfill our EUS mission.
DESKTOP SUPPORT - Positively interacts with and supports end users with their technical issues and requests via remote control support, telephone calls, deskside visits and Tech Café walk-ins.
HARDWARE SUPPORT - Unbox, image, configure, test, deploy and troubleshoot laptop/desktop/NUC hardware running Windows or MacOS and common peripherals including docking stations, monitors, printers and scanners following all asset management processes and procedures.
SOFTWARE SUPPORT - Deploy, install and troubleshoot line-of-business (LOB) and commercial off-the-shelf (COTS) software utilizing Microsoft SCCM, APP-V and InTune. Assist and train users on common productivity applications including the Microsoft Office suite.
INFRASTRUCTURE SUPPORT - Provide Tier 2 support of networking, wireless networking, home networking, VPN, software packaging, multi-factor authentication, VDIs, virtual machines, threat management and operating system deployment (OSD).
MOBILE DEVICE SUPPORT - Configure, test and deploy corporate iPhones controlled via Apple DEP and Microsoft InTune. Assist end users with questions and issues that occur on both corporate and BYOD devices running various versions of iOS and Android OS.
VIP SUPPORT - Build strong relationships with executive staff and promptly assist them with their questions, incidents and service requests.
AUDIO/VISUAL - Learn and support the audio/visual technology present in SVB meeting rooms and auditoriums.
ACTIVE DIRECTORY - Understands Active Directory concepts and can administer user, user groups and computers per standard operating procedures.
TEAM PLAYER - Act as a team player supporting peers, department management and business unit leadership to fulfill operational service levels, department initiatives and project deliverables. Believe in and adopt a "70% agreement, 100% commitment" attitude.
CUSTOMER-FOCUSED - Understand and execute a user-first service philosophy whereby restoring service quickly for the end user comes first, deferring user training or correction for after the disruption.
SERVICE LEVEL COMPLIANCE - Acknowledge and resolve assigned tasks, incidents and changes according to published SLAs and KPIs. Regularly meet or exceed objectives.
KNOWLEDGE MANAGEMENT - Recognize situations where information is needed to elevate team performance. Document and share knowledge in the KMS so that others can learn and provide consistent resolutions or service.
CONTINUOUS IMPROVEMENT - Promote continuous improvement by voicing concerns or proposing change to improve user experience, efficiency, compliancy or cost savings. Drive resolutions to production.
SUBJECT MATTER EXPERT - Act as an expert support resource for multiple EUS technology stack components. Partner with administrators and engineers to increase capabilities and service value.
SYSTEM ADMINISTRATION - Regularly administer systems managed under the EUS domain. Reliably backfill for administrators during time away, as required. Assist engineering with proof-of-concept activities.
CHANGE MANAGEMENT - Learn and follow the change management process. Independently test and implement changes in the environment while informing others.
Minimum 5 years of experience in a Tier 1 or Tier 2 desktop technical support role.
Minimum 5 years of experience supporting Windows 7, Windows 10 or Windows 10 IoT.
Minimum 5 years of experience supporting MacOS.
Minimum 5 years of experience supporting end users in an Office 365 environment.
Experience with audio/visual and video conference solutions preferred.
Experience with Active Directory preferred.
Demonstrated ability to think critically.
Demonstrated ability to communicate effectively to business and technical audiences.
Demonstrated self-motivated work ethic and lifelong learner.
Education or Equivalent Experience:
Bachelor's degree in IT related field or related job experience
ITIL v3 Foundation
CompTIA A+ or Microsoft Technology Associate (MTA) certification