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Level II Technician

Company: Core & Main
Location: Thomasville
Posted on: October 13, 2021

Job Description:

 

Job Summary

Ensure operational efficiency of all Core & Main locations by providing Level 2 support for all computing hardware and software. Troubleshoot all technical issues escalated by Level 1 Agents.

 

Major Tasks, Responsibilities and Key Accountabilities

  • Responds to inbound phone calls, email, or web tickets; provides proactive service in the diagnosis and resolution of all incidents, problems, and requests for all existing computer hardware and software, output devices, mobile devices, and ERP applications.
  • Works to meet agreed Service Level Agreements.
  • Ensures the Help Desk maintains a high level of customer service. Trains and mentors Help Desk Analysts.
  • Makes recommendations to streamline support processes. Maintains knowledge base.
  • Assists in the coordination of IT support to ensure that problems are resolved promptly and effectively by accurately escalating incidents to correct level 2 support when appropriate.
  • Maintains documentation of work history of personal computers and equipment.
  • Sets up new PCs. Troubleshoots printers, passwords, emails, Standard Windows Applications, Internet Access, network connectivity issues, etc.
  • Provides on-call support after hours based on established rotation schedules.

 

Nature and Scope

  • Refers complex, unusual problems to supervisor.
  • Under general supervision, exercises some judgment in accordance with well-defined policies, procedures, and techniques. Work typically involves regular review of output by a senior coworker or supervisor.

 

Work Environment

  • Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
  • Typically requires overnight travel less than 10% of the time.
  • Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

 

Minimum Qualifications 

  • Must be a minimum of 18 years of age or older
  • Must pass pre-employment assessment(s) if applicable

 

Education and Experience

HS Diploma or GED, strongly preferred. Specialized skills training/certification may be

required. Generally 2-5 years of experience in area of responsibility.

 

 

Preferred Qualifications

  • Associate's degree in technical discipline and/or technical certification; A+, MCP, and/or MCSE preferred.
  • Bachelor's degree preferred.

 

About Core & Main

Based in St. Louis, Core & Main is a leading distributor of water, sewer, storm drain and fire protection products in the United States. Operating approximately 275 branches nationwide, the company combines local expertise with a national supply chain to provide contractors and municipalities innovative solutions for new construction and aging infrastructure. Core & Main’s 3,500 plus associates are committed to the safe distribution of water and fire protection to help communities thrive. Visit www.coreandmain.com to learn more.

 

Core & Main is an Equal Employment Opportunity employer. Employment at Core & Main is based solely on a person’s merit and qualifications directly related to professional competence.  Core & Main does not discriminate against any employee or applicant on the basis of race, creed, color, religion, national origin, nationality, ancestry, age, disability, veteran status, pregnancy or related condition (including breastfeeding), affectional or sexual orientation, gender identity or expression, marital status, status with regard to public assistance, citizenship, or any other basis protected by law.

 

None of the questions in this application are intended to elicit information regarding any protected characteristics, nor imply any limitation, illegal preferences or discrimination based upon non-job-related information or protected characteristics.

 

For more information, please click here or visit https://www.eeoc.gov

Keywords: Core & Main, Tallahassee , Level II Technician, Other , Thomasville, Florida

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