The IT Service Help Desk Technician II provides IT support over the phone and in person to non-technical end-users and perform basic device support independently for end users.  The technician will install, assess, troubleshoot, maintain, repair and upgrade computers and equipment of different types.   This position will fulfill customer requests, resolve customer technical problems, and respond to customer questions in a quality and timely manner. They will build relationships with employees and help them find solutions while providing exceptional customer service. In this role they will gain exposure to a wide variety of products and services because they assist with technical problems concerning hardware, software, peripheral equipment like phones and printers.

You will have an opportunity to:

• Provide IT user support using standard screens, scripts, reference guides, and procedures with completing ongoing training to deepen skillset. 

• Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error. Troubleshoot and resolve technical support questions of customers in a professional manner.

• Images PCs, installs software, and peripheral equipment.

• Provides first-level network administration support (create user accounts, assists in file restores, maintain passwords, increase user space, and provide rights to some areas).

• Update assigned tickets with latest status and continuously communicate to necessary parties, including providing follow-up to the user on the status of the problem until resolution.

• Escalate incidents and service requests to next level support if the issue cannot be resolved.

• Be expected to work to incident response and resolution targets in an Information Technology Service Management (ITSM) environment with Service Level Agreement (SLAs)

QUALIFICATIONS

• Associate Degree or college diploma in process or 5 years of equivalent IT Support experience

• Undergraduate degree is preferred

• Minimum of 2 years on IT Support/IT Service Desk

• Minimum of 3 years on IT Support/IT Service Desk preferred

• Required:

  • Knowledge of standard business desktop software and hardware.

  • Ability to troubleshoot and resolve technical support questions of customers in a professional manner.

  • Experience with PC or network administration.

  • Monitor an email contact inbox and ticketing system for incoming work

  • Experience in working with customers in a customer support role over the phone.

  • Strong communication skills, both verbal and written.

  • Someone who thrives in a team atmosphere and can keep their compsure when work volume surges

  • US Citizen

• Preferred:

  • Experience with troubleshooting in a Windows environment

  • Self-motivated and well organized; possesses both the initiative to work individually and contributes appropriately to working as part of a team (e.g., interpersonal skills, communication, rapport with others, productivity).

  • Ability to effectively prioritize tasks and perform well under pressure.