Help Desk Tech 2

Help Desk Tech 2

JOB SUMMARY  

Level 2 Help Desk Technicians serve as technical subject matter experts within the help desk. They provide advanced support, mentor junior team members, own documentation and support standards, and act as bridges between the help desk, and other support teams.

ORGANIZATIONAL RELATIONSHIPS 

Reports to: IT Director Help Desk

Supervisory Responsibility: N/A  

Indirect Supervisory Responsibility: N/A 

ESSENTIAL DUTIES - May include, but is not limited to the following: 

• Provide advanced troubleshooting and resolution for escalated, complex technical issues
• Serve as technology owners for specific platforms (JAMF, Intune, etc)
• Identify recurring problems and work cross-functionally to develop scalable solutions
• Mentor Level 1 Help Desk Technicians and IT Student Workers; help foster a culture of growth and technical curiosity
• Conduct learning sessions with Level 1 Help Desk Technicians and IT Student Workers to cross train and share knowledge
• Act as owners of the help desk’s documentation and knowledge base:
• Create, audit, and maintain accurate and actionable documentation
• Champion standard operating procedures (SOPs) and ensure they are followed
• Collaborate with infrastructure and cybersecurity teams to uphold technical standards and avoid misconfigurations
• Support IT projects by participating in deployments, rollouts, and testing
• Support IT projects, contributing help desk expertise and end-user insight
• Assist with network data drop repairs (cable testing, patching, labeling, basic remediation) in collaboration with the network team
• Assist with system administration (Google Workspace, Microsoft 365, Entra ID, Papercut, etc)
• Set an example of professionalism, reliability, and continuous learning
• Proactively seek out training opportunities and share knowledge with the team
• Demonstrate ownership and accountability over assigned responsibilities without relying on the supervisor to resolve all advanced support scenarios
• Properly track IT assets in the ticketing system
• Respond to issues in person, on the phone or through remote support tools.
• Work outside normal hours for planned and unplanned events and issues.
   

ADDITIONAL/NON-ESSENTIAL DUTIES 

All remaining duties are considered "nonessential" within the context of the ADA, which means that the function could be reassigned to another employee in order to allow a disabled individual to hold the position.  Alternatively, the manager could try to provide a reasonable accommodation so that the disabled individual could perform the function.

LOCATION 

Lakeland Main Campus  

Qualifications

EDUCATION   

Required Education:

High School/GED 

Preferred Education:

Bachelor’s Degree in Computer Science, Business or Information Technology

LICENSES/CERTIFICATIONS

IT Technical Certificates are preferred

EXPERIENCE 

Required:

5 Years

Preferred:

KNOWLEDGE, SKILLS, AND ABILITIES

Required:

• Intune/Autopilot software policy deployment.
• JAMF Mobile Device Management.
• Firm knowledge and experience with a Microsoft Windows Active Directory domain.
• On-call availability.
• Proficient in Microsoft Office suite.
• Proficient in Windows, Apple, and Android operating systems.
• Ability to multitask.
• IT experience in a Professional/Business environment.
• Ability to troubleshoot various hardware and software issues from different vendors and OS platforms.
   

 Preferred:

• Proficient in PowerShell scripting for Windows
• Proficient in bash, shell scripting for Apple
• A Certification, Network Certification, Microsoft Certification, Apple Certification
• JAMF/Intune Administration
• Experience in higher education processes and procedures
   

WORK ENVIRONMENT 

All employees are responsible for maintaining an environment that is free from discrimination, intimidation, harassment, including sexual harassment. 

• This position is considered non-essential for the purposes of Emergency Response.

Physical Requirements: 

Ability to lift 30-40 pounds

Travel:

None

Schedule:

M-F 8-4:30pm

TRAINING

All new hires and employees transferring into a new position will have a 90-day probationary period within which to learn the functions of the job and to be evaluated. Following the probationary period, the employee can transition to regular status, have the probationary period extended in order to receive more training, or employment can be terminated. Required compliance training is as follows:

None

SAFETY 

• SEU promotes a safe working environment. Employees are responsible for completing assigned tasks safely and efficiently, and supervisors are responsible for creating and maintaining a safe work environment. 
• Employees must report any unsafe work conditions or practices, as well as any near-miss incidents, to their supervisor and Risk Management. 
• Work-related injuries must be immediately reported to Security and Human Resources. When life or limb are at risk, please dial 911. Supervisors and employees should ensure that injury/accident reports are submitted to the Office of Human Resources within 24 hours of the incident. 
• Emergency Employees report for or must remain at work in emergency situations.  Dismissal or closure announcements do not apply to this position, unless instructed otherwise by your direct supervisor or a member of the Leadership Team.  

SCREENING

All full-time positions at SEU are deemed security-sensitive and require background checks. Employees required to drive their own personal vehicle, a rental car or an SEU vehicle in performance of their duties must pass an MVR records check and meet the requirements of the University’s insurance carrier in order to meet the requirements of the position.

DISCLAIMER

SEU is an at-will employer.  This job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change. The employer retains the right to change or assign other duties to this position.

The employee must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.

SEU is committed to providing a workplace that is free from unlawful discrimination and harassment. All forms of discrimination against or harassment of a person because of his or her identification within a protected category are strictly prohibited and will not be tolerated. This prohibition applies equally to conduct by and against employees, vendors, visitors, and students.

Southeastern University is committed to equal opportunity in employment and education and does not discriminate on the basis of race, color, sex (including pregnancy), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, or other non-merit-based factors. The equal opportunity policy will apply in University programs and activities, and all aspects of employment, including but not limited to recruiting, hiring, placement, transfer, training, promotion, rates of pay, and other compensation, termination and all other terms, conditions and privileges of employment. All employees of Southeastern University, by continued employment, agree to abide by the policies contained in the Employee Handbook and in the SEU Mission, Vision, Statement of Faith and Community Covenant.