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L2 Desktop Support Technician

L2 Desktop Support Technician

Category 
Information Technology
Job Locations 
US-AL-BIRMINGHAM

Opportunity Details

Overview

Hibbett Sporting Goods is looking for a Desktop Technician that will provide L2 advanced technical support services for a Windows and Mac environment. The candidate must have excellent technical skills, organizational skills, and work effectively with all organizational levels and possess interpersonal skills. The ideal candidate must be able to thrive in a fast paced environment, providing solutions to enable our user base and/or find efficiencies to streamline existing processes. This position will work independently and with team members from other departments within Hibbett Sports.  

Responsibilities

  • Windows laptop and desktop support
  • Apple Macintosh support
  • Apple client connectivity to Active Directory
  • Responsible for updating and maintaining images for desktops and laptops
  • Windows client connectivity to Active Directory
  • Usage of Active Directory Users and Computers, for computer accounts, user accounts, distribution lists, and security groups
  • Office365 support and management
  • File Server connectivity for clients, with associated file permissions and drive mappings
  • Email support for MS Outlook for Mac and PC; PKI encryption, including personal folders and outlook profile configurations
  • Security configurations and settings for Windows and Mac clients
  • Printer configuration and support for Windows and Macs
  • Basic Hardware upgrades for PC’s and Mac’s, adding RAM, HDD etc 
  • Software upgrade and installation for Windows and Mac 
  • Patch Management for Windows and Macs
  • Network services troubleshooting and connectivity, including wireless
  • Installation of desktop images and data migration 
  • Full disk encryption for laptops and desktops
  • Anti-Virus and Anti-Spyware support
  • Mobile Devices support including iPhone, tablets, and Android OS’ 
  • Trouble ticket management (ServiceNow) and documentation of support issues/resolutions
  • Desk side and remote support
  • Windows, MS Office, and custom application support
  • Printer and laptop installation and troubleshooting
  • Patch workstations with critical updates and latest antivirus definitions as well as other areas in network security
  • Position may include other duties as determined by the Manager
  • Protect the company’s assets and financial information by ensuring the accuracy and effectiveness of internal control procedures, and informing management and/or appropriate officials of potential fraud risk.

Qualifications

 

  • 3+ years of experience with Windows and OS X desktop support.
  • Effectively troubleshoot incidents and problems to its full resolution
  • Ability to use online resources including KB articles and forums for troubleshooting.
  • Demonstrate a sense of urgency when performing duties
  • Willingness to learn new technologies 
  • Proactively address new and emerging problems.
  • Experience with ServiceNow or similar tool set
  • An understanding of ITILv3 principles
  • Exercise patience and educate users on processes and solutions
  • Dell ImageAssist or similar toolset
  • On-call support
  • A+ Certification
  • Network+ Certification
  • Three or more years of relevant professional work experience in supporting an enterprise desktop environment.
  • Microsoft Windows Operation System (Win7 and WinX)
  • Networking
  • Excellent written and verbal communication
  • ITIL Fundamentals
  • Incident, Problem, and Change Management Governance & Process
  • Issues escalation and resolution
  • ITSM Tools such as Service Now
  • Desktop Systems Management tools
  • Bachelor degree preferred or equivalent relevant experience
  • Microsoft MCP, MCSA certification

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