What are the responsibilities and job description for the IT Tier 2 Help Desk Technician: 1st Shift position at TVS SUPPLY CHAIN SOLUTIONS NORTH AMERICA, INC.?
Tier 2: IT Helpdesk Technician
Summary
Provides hardware and software maintenance, training and consultation, and recommendations about future planning and development of resources. Providing these services in an effective and efficient manner will ensure maximum access to and implementation of technology services and resources.
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Analyze and resolve urgent 1st line support calls when escalated via the Service Desk
- Perform IT installations, configurations and troubleshoot computer hardware and software in accordance with IT Services standards
- Communicate with employees regarding the status of their Service Desk tickets
- Communicate with 3rd party support vendors to resolve support calls that require action from them
- Create user level training documentation and add solutions to the Service Desk system as needed
- Install and configure systems, networks, printers, scanners and more
- Plan and undertake scheduled maintenance upgrades
- Respond to breakdowns
- Investigate, diagnose and solve computer software and hardware faults
- Repair equipment and replace parts
- Maintain records of software licenses
- Manage stocks of equipment, consumables and other supplies
- Provide orientation to new users and train staff about potential uses of existing technology
- Regular and reliable attendance at work
Competencies
- Collaboration Skills
- Technical Capacity
- Communication Proficiency
- Problem Solving/Analysis
- Decision Making
- Personal Effectiveness/Credibility
- Initiative
- Teamwork Orientation
- Thoroughness
- Adaptability
Work Environment
Warehouse environment subject to seasonal temperatures and regular exposure to forklift traffic. 40% office environment and 60% warehouse environment.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
The employee is required to sit/stand/walk for 4 hours or more at a time; occasionally climb or balance; and stoop, kneel, crouch or crawl. The associate may occasionally be required to lift 51 pounds, anything greater than 51 pounds requires assistance. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
Position Type/Expected Hours of Work
- Full Time, 1st Shift Monday - Friday 6:30am -2:30 PM. Schedule flexibility for extended or unplanned work hours is required.
Travel
Travel between locations may be required.
Required Education and Experience
- Associates degree in Computer Science, Information Technology or a related field
- 4 years of experience working in a windows help desk environment
- Thorough knowledge of operating systems, networking, hardware and software
- Proficient in Windows 7&10, Microsoft Office, Office 3658 a plus
- Active Directory and Exchange 2010
Other Duties
