Help Desk IT Support II

This position is primarily responsible for the successful troubleshooting and resolution of client support requests. Operating as a team, we addresses incoming client requests in order of urgency and impact. The role has an advanced troubleshooting ability and is highly knowledgeable in desktops, laptop, printers and imaging devices. New workstation deployment and profile transition are completed by the Help Desk. Client satisfaction and communication when working on technical challenges is the primary goal of the position. The Helpdesk Technician develops, maintains and leverages the internal process documentation system and is responsible for deploying solutions that adhere to company best practices.

Secondary responsibilities include monitoring the RMM suite as well as other reporting systems for alerts and addressing them accordingly. The Helpdesk Technician administers client servers and network solutions to deploy standard requests and changes as needed. Complex non-standard server or network related changes are escalated to a Systems Engineer. The role administers, monitors and maintains the disaster recovery platform with backup restore requests performed as required.

User Support Analysis

• Respond to telephone calls, emails and personnel requests for technical support; identify, research, and resolve technical problems; ensure timely resolution and follow-up.

• Answer basic questions or resolve basic computer problems in an expedient manner; provide assistance for hardware and software related problems.

• Diagnose calls to determine level of technical assistance required; if unable to resolve problem, transfer call in accordance with escalation procedures.

• Provide support for all user IT related issues; work with available resources to provide effective solutions, break/fix and problem resolution.

• Train users in the proper use of hardware as necessary.

• Document and update technical and non-technical solutions

• Maintains IT equipment database

• Assist remote Network Administrators as needed

• Work call center with a team of other Technicians

• Help and assist with conference room equipment setup and support

New Equipment Installation

• Install and perform minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.

• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, and appropriate software.

Qualifications