The Help Desk IT Tech II is an experienced IT professional responsible for escalated support, troubleshooting, and processes improvements of the Help Desk team and for ensuring the delivery of exceptional quality support services to our internal departments. This position is responsible for improving Help Desk business processes, measurements, inventories, SLA's and reporting. This is a high visibility position requiring exceptional customer skills, deep knowledge of Help Desk processes, as well as understanding of how to operate a Help Desk in a highly dynamic organization.
The Help Desk IT Technician II position provides internal systems support for the entire organization. The position will support internal customers at multiple sites, assisting them with hardware and software problems via phone, email or using remote desktop capabilities.
Primary Responsibilities:
Core Responsibilities:
• Takes ownership of user problems and is proactive when dealing with user issues as well as effectively escalating more in-depth issues as appropriate.
• Responds to inquiries from users and helps them resolve hardware or software problems.
• Responsible for issue logging, tracking, analysis, reporting and management.
• Maintains records and provides reporting on repairs, down time, changes and updates.
• Responsible for documenting policies & procedures, end-user documentation, installation instructions, network and system design documents, system & script documentation, and test plans.
• Assists in maintaining and administering software and hardware inventories and licensing.
• Installs, upgrades and configures network printing, directory structures, rights, security and software.
• Setup and configure new workstations and workstation related hardware and software.
• Maintain windows updates and security updates for all workstations.
• Maintain virus protection on all devices.
• Support users in the use of computer equipment by providing necessary training and advice.
• Ensure that customer expectations are met or exceeded.
• Excellent interpersonal and communication skills with the ability to interact effectively with others, including various levels of management.
Position Specific Responsibilities:
• Provide 1st and 2nd level technical support for our end users; answering support queries via service desk, phone, email, and web.
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Required Skills:
- Multi-Tasking: Ability to work on multiple deadline driven projects or issues simultaneously and with a keen sense of urgency.
- Agile and Flexible: Ability to quickly adapt to shifting priorities and identify activities required to ensure swift resolutions.
- Detail Oriented: Keen attention to detail in respect to configurations of system devices as well as software documentation.
- Highly Collaborative: Highly accountable and naturally works well with the team to seek innovation solutions.
- Self-Motivated: Able to thrive in a fast paced environment with minimal direction.
- Can lift up to 50lbs.
- Must have reliable transportation.
- Excellent oral and written communication skills are a requirement.
- Strong personable customer skills are a requirement.
- Ability to work independently while managing time between support tickets and user support calls.
- Team Oriented: Recognizes importance of teamwork.
- Excellent analytical abilities and problem-solving skills.
- Establish communication with supervisory and management personnel to report task and project status and issues related to server or computer maintenance and support.
Preferred Skills:
- Ability to work independently while managing time between projects and user support calls.
- Establish communication with supervisory and management personnel in order to report task and project status and issues related to server or computer maintenance and support.
- Ability to communicate with end users in order to identify computer or network related issues.
- Recognized teamwork skills are advantageous.
Required Experience:
- Hardware support and troubleshooting
- Windows 7/8/10 operating systems
- Network share and permission Management
- Microsoft Office products, including Office365
- Windows active directory management
- Image building applications (e.g. Ghost, Microsoft Development Toolkit, etc.)
- Anti-virus applications
- Capable of installing, configuring and maintaining all current versions of Microsoft products in a networked environment.
- Network Fundamentals
- Ability to configure and troubleshoot computers and laptops.
- Advanced understanding of PC hardware set-up, configuration, and troubleshooting.
- Virtual Desktop Technologies
- Intermediate level VMware VDI
- Intermediate printer support and troubleshooting
- Intermediate Windows 2008-2019 server operating systems
- Microsoft Exchange Server
- Whole disk and folder level encryption applications
- VPN & RSA deployment/configuration
- Advanced level desktop skills to remediate gaps in: imaging, deployments, and encryption
- Intermediate level software skills to remediate gaps in: automatic and centralized deployments, upgrades, and licensing
Preferred Experience:
- Advanced understanding of PC hardware set-up, configuration, and troubleshooting.
- Whole Disk and Folder Level Encryption Applications
- Microsoft 365 Site Administration
- VPN & RSA Deployment/Configuration
Education:
- Bachelor's degree in Computer Information Systems, Computer Science, or Engineering or at least 1-3 years’ experience supporting an enterprise level IT environment or Associates degree and 3-5 years experience supporting an enterprise level IT environment.
Schedule:
- Full time
- Monday-Friday, 8:00AM to 5:00PM
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