Desktop Support Level II

BCD Travel Services B.V. Desktop Support Level II Full-time, On-site, Atlanta, United States (Please note this role requires you to work daily in our office, 2060 Mount Paran Road, NW, Suite 210, Atlanta, Georgia 30327, Monday-Friday 8 a.m. - 5 p.m..) The System Technician is accountable for providing technical assistance to our employees. This involves providing training materials referring to computer usage and troubleshooting, resolving any software and hardware problems, and offering step-by-step guidance to help struggling employees navigate a computer's operating system. This job opportunity involves a variety of tasks in the technical support areas of our PC and Mac estate. This role represents the Enterprise ICT Organization and will cooperate with other IT functions to help the regular flow of business and IT projects and tasks. This role will also interface with non-ICT teams to provide technical assistance and insight. The System Technician will adhere to all standards, policies, procedures, and security requirements. The System Technician will proactively improve processes and determine and recommend more effective products and applications. The System Technician assists with PC and Mac hardware, software, and other technical solutions. This System Technician will adhere to all SLAs and communicate promptly with stakeholders. While most tasks can be executed from the office, varying degrees of travel may be required. As a Desktop Support Level II, you will

• Troubleshoot hardware, software, and other IT solutions for both PC and Mac
• Install software, including managing system status, taking steps to improve performance and reliability as directed and per established policies and procedures
• Proactively provide high levels of ICT availability, performance monitoring, and capacity management, following ICT best practices and adhering to any company/department SLAs
• Design, develop, update, and implement team standards, processes, and documentation
• Monitor, correct, and report observed infractions of security policies and procedures
• Assist other technical teams (hands-on support)

• A few years of Technical Experience in a 24 x 7 IT Environment
• Excellent Knowledge of IT systems
• Ability to Develop, Interpret, and Follow Written IT Policies and Procedures
• Hands-on experience with Microsoft Business Software Applications, Mac and Windows OS
• Excellent Communication Skills, Oral, Written, and Presentation in English
• Ability to communicate to all levels of management