IT Support Technian II -Help Desk

Position Summary:

The Help Desk Tier II Technician is responsible for desktop support to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve over the phone, in-person, and hands-on help at the desktop level. The Help Desk Tier II Technician is responsible for facilitating client support tasks including hardware, software, and network support. The position requires the technician to provide phone, and possibly on-site support, and work occasional after hours and weekends.

Essential Duties and Responsibilities

• Field incoming help requests from end users via ticketing system, telephone or e-mail in a courteous manner.
• Work tickets out of the help desk ticketing using AutoTask - Kaseya VSAx
• Troubleshoot issues such as email, printing, account lockouts, password resets, troubleshooting third-party software issues, setting permissions on folders, adding email addresses to shared mailboxes, disabling user accounts, etc.
• Maintain and troubleshoot end-user workstations and productivity on a local area network; perform a variety of maintenance, software installations, end-user support, and training tasks to ensure end-user workstation network performance meets company and user requirements.
• Capable of multi-tasking in order to handle multiple calls for support by use of remote desktop software.
• Receive all IT-related phone calls, e-mails or in-person requests for Help Desk services. Prioritize and manage all requests for low, medium and high complexity. Working in one central helpdesk-system.
• Set up new hire (PC, telephone); provide computer orientation to new and existing staff Administer end-user workstations and supports end-user activities utilizing TCP/IP on a primarily Microsoft Windows-based local area network (LAN)
• Support mobile users in terms of laptops, smartphones, and connections, like VPN
• Investigates user problems and identifies their source; determines possible solutions; tests and implements solutions; tests new software applications and recommends purchase where required.
• Install, configures and maintains personal computers, Windows networks, file servers, network cabling, and other related equipment, devices and systems (phones/data plans); adds or upgrades and configures disk drives, printers, and related equipment.
• Performs and/or oversees software and application installation and upgrades.
• Maintains records, logs, and reports of assistance.
• Troubleshoots networks, systems and applications to identify and correct malfunctions and other operational difficulties.
• Develop and post information pages such as “Frequently Asked Questions: How-to-Steps” and general information.
• Manages technology resources including the main system telecommunications network, telephone system(s), and computer connectivity.
• Monitors system(s) performance, using knowledge of the operating system(s), control language commands, job flow, configuration, etc; makes reallocation of memory, storage, pool sizes, and execution of priorities to maximize output.
• Provides after-hours support as assigned.

Preferred Qualifications (Education, Experience, Skills)§

• Bachelor’s degree in Computer Science from an accredited college or university; or equivalent education experience in the computer science field.
• 1-3 years help desk experience.
• Ability to work independently and as part of a team.
• Experience with system implementations and process improvements.
• Ability to communicate technical information to nontechnical personnel.
• Ability to install, configure, and maintain computers/tablets, networks, and related hardware and software.
• Strong communication and customer service skills
• Positive and pro-active personality with the ability to think on your feet
• High energy with the ability to multi-task
• Knowledge of one or more of the following a plus; WatchGuard Firewalls; Bomgar; Kaseya-VSA, AutoTask

Job Type: Full-time

Pay: $45,000.00 - $55,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person

Salary : $45,000 - $55,000