Helpdesk Support Technician II

Job Description

Skills

· Microsoft Office, Office 365 Administration, Active Directory, VMware, Azure, PowerShell, Adobe, Teams phone, basic computer hardware maintenance and network support

· Working knowledge of Windows and Linux operating systems, VMware, software, and programming

· Experience in data cabling networks

· Strong knowledge of IT and infrastructure, troubleshooting abilities

· Excellent leadership, strong and data-driven mindset, results-oriented, strategic thinker and planner

· Decision-making and problem-solving skills, critical thinking, attention to detail

· Professional written and verbal communication skills with clients and coworkers

· Good organization and time management, great customer services and interpersonal skills

· Professional writing skills

· Desire to learn for growth within the organization

Physical Requirements

Must be able to lift 50 pounds, must be able to sit at a desk for long periods of time, must be able to wear a headset provided by company.

Certifications

MCSE, CCNA, MCP, Azure

Role and Responsibilities

· Operations:

o Manage phone calls

o Gather and analyze information about user’s issue

o Create and assign tickets in ticketing system for customer issues such as solving usage problems and fulfilling service desk requests that require IT involvement

o Provide hardware, software, or network problem diagnosis and resolution via telephone, email, or chat to customer end users or internal staff

o Configure, install, upgrade, move, change, add, troubleshoot, and repair PCs, laptops, printers, phones, and associated peripherals as needed

o Monitor IT infrastructure and applications for service interruptions and security incidents

o Identify SLA priority for tickets and follow guidelines for timely resolution

o Monitor all tickets in queue to ensure proper progress for resolution and timeline for SLA is being met, ensure proper documentation of ticket progress

o Assist technical team to resolve problems and implementation of solutions

o Handle escalated issues a level I technician is not equipped to solve

o Act as a resource for support issues with junior technicians

o Update tickets as issues progress and are resolved

o Escalate and notify other LTS staff as needed to resolve issues

· Development:

o Accept delivery of equipment and supplies and perform inventory, storage, and organization tasks

o Maintain pool of loaner laptops and other equipment and log location of loans as necessary

o Document and review technical procedures for company policy management

o Review products, processes, and systems in an ongoing basis to determine where improvements can be made

o Measure and report on operational performance and develop plans to improve relevant key performance indicators

o Expert understanding of products and services with ability to innovate new ways the product can serve customers

o Continual research of technology trends to remain relevant in the market

o Participate in the development of the organization’s long- and short-term strategies

· Other duties as needed

Full-time