IT Operations Technical Support II - White Plains, NY

About Lumen

Lumen connects the world. We are igniting business growth by connecting people, data and applications - quickly, securely, and effortlessly. Together, we are building a culture and company from the people up - committed to teamwork, trust and transparency. People power progress.

Lumen's commitment to workplace inclusion and employee support shines bright. We've made the Newsweek 2024 Greatest Workplaces for Diversity list and achieved a perfect score of 100 on the Human Rights Campaign Corporate Equality Index (CEI) for the fifth consecutive year. Plus, we're the top employer in the communications and telecom industry, ranking 12th overall across all industries in The American Opportunity Index.

We're looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future.

The Role

Provide advanced technical assistance to end-users for PC hardware, operating systems, software applications, peripherals, and device imaging. Investigate, diagnose, and resolve issues through effective communication with users, aiming to restore service promptly and rectify identified problems. Daily responsibilities emphasize outstanding communication and customer service proficiency. The role necessitates adept interaction with end users, combining diplomatic and technical skills. Work hours and days to be established by contract requirements. Overtime and on-call availability may be necessary to provide after-hours support as required.

The Main Responsibilities

• Provide on-site service support, installation, configuration, and problem resolution in PC/Laptop and network environments.

• Diagnose and repair hardware and software system failures using established procedures.

• Act as the primary provider of technical support to desktop and laptop computer users for hardware, OS, and application issues for all end-users including Executive Level customers.

• Monitor and update Service Desk incident tracking tickets for purposes of demonstrating compliance with issue response and resolution, Service Level Agreements, logging daily activities, and documenting solutions

• Function as primary point of contact and communication with customer from assignment of ticket to successful resolution of issue, including scheduling work and keeping customer aware of work status and solution progress.

• Ability to work independently with minimal supervision

• Good understanding of OS; Windows 10 and 11 issues

• Experience providing Imaging of Laptops and Desktop PC's

• Experience performing installations, moves, software, and hardware adds and changes to end-user IT equipment.

• Experience in end-user support using remote support tools

• Experience supporting VIP and executive staff

• Ability to update device bios or drivers

• Ability to effectively research issues encountered and effectively resolve

• Ability to interact with resolver groups to diagnose and resolve problems when possible.

• Ability to document process and procedures for self-help and for informational troubleshooting for other resolver groups

• Ability to perform end-user adds, changes, deletions, and password resets in Active Directory

• Ability to support end-user mobile smart devices i.e.: Apple iPad, Apple iPhones, Android, Tablets

• Experience with installation and support of Network Devices i.e.: routers, switches, wireless access points

What We Look For in a Candidate

• Must have the technical ability to provide desk-side support for computer and printer hardware, and common software applications

• Experience utilizing remote support tools for end user support, diagnostics, and repair

• Ability to troubleshoot and configure end-user mobile devices i.e.: Smart Devices, iPad, iPhone, Tablets, and Android

• Ability to understand technical concepts and develop ways to help others learn. Ability to solve complex problems with innovative solutions.

• Ability to manage multiple priorities.

• Ability to quickly and proactively gain an understanding of the client's business problems and deliver solutions and recommendations to solve.

• Executive Support experience required, must have excellent communication skills.

Minimum Requirements:

• 5+ years' experience providing Deskside support to end-users

• Associate degree / Technical School graduate or equivalent Military experience considered

• Excellent Customer Service Skills

• Proactive approach to customer service

• Ability to diagnose, troubleshoot, and resolve PC Laptop and Desktop hardware and application issues

• Windows 10 and 11

• Office 365

• Experience in providing end-user support utilizing remote management tools

• Experience supporting end-user mobile devices: iPad, iPhone, and Android

• Ability to diagnose, troubleshoot and resolve end-user network connectivity issues

• Excellent communication skills both written and verbal.

• Ability to work independently prioritizing daily operational objectives for support

Preferred Requirements

• Active Directory experience

• Experience using Intune/Autopilot

• Ticket / Queue management

• ITIL Foundation

• Apple MAC OS and HW support

Compensation

The starting salary for this role differs based on the employee's primary work location. Employees typically do not start at the top of the range, though compensation depends on each individual's qualifications.

Location Based Pay Ranges

$51563 - $68750 in these states: NY

As with the pay range variety that's based on the region of a country, specific offers are determined by various factors such as experience, education, skills, certifications and other business needs.

Requisition #: 332990

Background Screening

If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page. Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Equal Employment Opportunities

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status (collectively, "protected statuses"). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

Disclaimer

The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.

Salary Range

Salary Min :

51563

Salary Max :

68750

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.

This position is eligible for either short-term incentives or sales compensation. Director and VP positions also are eligible for long-term incentive. To learn more about our bonus structure, you can view additional information here. We're able to answer any additional questions you may have as you move through the selection process.

As part of our comprehensive benefits package, Lumen offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing. You can learn more by clicking here.

Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.