Helpdesk, Sr (level II)

Helpdesk, Sr (level II)

Prosum Technology Services
4-7 years
Not Specified

Job Description

Position Summary:
The Helpdesk Technician II position is responsible for providing second level support for all IT support requests, including hardware and software troubleshooting as well as recording, tracking and following up on the status of each IT support ticket. This position will also be on a 24x7 On Call rotation schedule and will participate in visiting remote offices on a scheduled basis.
The Helpdesk Technician II position will handle confidential information, as well as creating and keeping various department/operations reports/records. The Helpdesk Technician II will provide both on-site, remote, and over-the-phone support.
Primary Duties & Responsibilities:
  1. Assist with offsite event/meeting setups and ensuring all equipment needed is tested and functional prior to the offsite event/meeting.
  2. Handle Okta application creation and assignments.
  3. Assist with IT purchasing needs.
  4. Organize and schedule any workstation re-location requests.
  5. Assist other team members with additional tasks as needed.
  6. Manage and maintain the IT Inventory system.
  7. Manage and maintain the Internal and external IT knowledgebase.
  8. Update and maintain 3rd party applications on our deployment server.
  9. Update and maintain imaging server with all needed OS images.
  10. Manage the internal IT Audit.
  11. Provide training to helpdesk technicians on a continuous basis to help reduce amount of escalation.
  12. Provide second level helpdesk/desktop support, maintaining a high degree of customer service.
  13. Review all escalated IT support tickets, tracks their process, and update all relevant information real-time, and provide descriptive resolutions for future reference.
  14. Maintain department SLA’ s for all IT tickets, including response time and resolution time.
  15. Identify common and repetitive issues and create knowledge articles that are easy for staff to follow.
  16. Take ownership of asset inventory and handles the process.
  17. Take ownership and is proactive when dealing with user issues.
  18. Identify and escalate situations requiring urgent attention.
  19. Troubleshoot advanced Smartphone issues.
  20. Provide technical support for special projects and initiatives.
  21. Provide remote IT support, including over the phone and traveling to remote offices.
  22. Troubleshoot escalated printers and copiers issues.
  23. Assist with meeting setups in conference rooms as needed.
  24. Assist with software/hardware upgrades.
  25. Replace and upgrade outdated hardware.
  26. Provide support to company executives.
  27. Document resolutions for future reference.
  28. Implement hotfixes, patches, and updates as necessary.
  29. Research new technologies and/or processes necessary to improve IT support and efficiencies.
  30. Manage all user accounts including 3rd party applications.
  31. Participate in On Call rotation schedule.

Other Responsibilities
  1. Cross train with team members to serve as overflow and/or absentee backup.
  2. Identify hardware and software standards for company use. Determine best practice policies for the standards.
  3. Identify appropriate software to run performance analysis. Work with team members to set processes based on analysis.
  4. Perform all duties and responsibilities in compliance with company policies and procedures, safety guidelines, and regulations as outlined in the Code of Federal Regulations, and other applicable federal, state and local laws.
  5. Perform quality control practices as defined by the policies and procedures.
  6. Work with existing software and/or identify new software/technologies to run various reports to improve efficiencies and identify trends. (i.e. AD audits, security audits, performance reports, etc.).
  7. Support the organization’ s Standards of Professional Conduct as outlined in the company policies and procedures, and the mission, vision and values.
  8. Assist team members working various technical projects acting as a project manager, ensuring the project gets completed in a timely manner.
  9. Perform advanced IT troubleshooting (i.e. WAN connectivity, server outages, etc.), with little supervision, exercising confidentiality, independent discretion and judgment.
  10. Maintain confidentiality of all information, including information related to all donors, clients, vendors, processors, physicians, ME/Coroner offices, and the company’ s data for all departments and at all levels.
  11. Accept deliveries, alert recipients, and/or route the deliveries to the appropriate person/area.
  12. Initiate calls for all department equipment repairs and/or service call; including but not limited to office photocopiers, fax machines, postage meter machines and other equipment as necessary.
  13. Display a consistent, professional degree of communication skills in person, on the phone, by e­ mail, and letters to internal and external communications.
  14. Set up presentation equipment for all onsite/offsite meeting requests.
  15. Attend annual hazard communication and control safety training sessions for Cal-OSHA, contract processors, and all other training programs as required or determined by the management of IT.
  16. Perform other duties and projects as assigned.

Secondary Job Functions:
(Although the following job functions have been identified as secondary, any employee capable of performing the secondary job functions is expected to do so.)
  1. Support the mission of our client’ s company and serving its beneficiaries
  2. Maintain a neat and organized workstation and environment.
  3. Attend all department meetings as required and participates on committees as needed.
  4. Maintain professional growth and development through continuing education and in-service meetings.
  5. Ensure compliance with local and state fire and safety codes.

Required Skills and Abilities:
  1. Minimum 4 years of experience as a helpdesk technician supporting Windows operating systems
  2. ITIL v3 Foundation certificate or understanding of ITIL
  3. CompTIA A+ certification or equivalent experience
  4. Strong knowledge of Microsoft based desktop environment, including Windows 10 and Microsoft office
  5. Ability to diagnose and resolve advanced technical issues
  6. Experience in knowledge base management
  7. Understanding of network concepts and technologies, including TCP/IP and DNS (remove from tech 1)
  8. Advance Active Directory administration knowledge
  9. Solid understanding of shared folder security
  10. Advanced knowledge in print service management
  11. Excellent communication skills, written and oral
  12. Excellent telephone etiquette
  13. Excellent documentation
  14. Ability to comfortably work with people at all organizational levels
  15. Ability to prioritize and manage multiple issues or tasks simultaneously
  16. Ability to be productive and flexible with work interruptions
  17. Ability to comfortably working with people at all organizational levels
  18. Great communication skills; written and oral
  19. Must have legible handwriting and good telephone etiquette
  20. Interpersonal skills, including the ability to create a positive impression and to deal courteously with all levels of management, staff, hospital personnel, vendors, and the general public through telephone, written and in person communications is essential
  21. Ability to perform word processing, and utilize spreadsheets, databases, and graphics programs on a personal computer at a high level
  22. Ability to prepare and edit complex documents
  23. Ability to prioritize and bring projects and tasks to completion in a timely manner
  24. Ability to assume responsibility without direct supervision, exercise initiative and judgment, and make decisions within the scope of assigned authority
  25. Must be creative, enthusiastic and have the ability to multitask and switch gears effectively.
  26. Strong organizational, detail and time management skills with high attention to detail being aware of the sense of urgency, essential.
  27. Capable of handling of high volume of phone calls, emails, and/or IT support tickets
  28. Ability to work in fast paced environment
  29. Ability to type a minimum of 40 wpm.
  30. Knowledge of IT/IS terminology.
  31. Ability to lift office supplies and equipment weighing up to 50 pounds.
  32. Ability to sit for prolonged periods of time while performing tasks.
  33. Ability to maintain confidentiality of all information.
  34. Flexibility and willingness to learn new tasks.
  35. Ability to multi-task in order to assist department team with tasks.

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