Job Title: Help Desk Technician II

FLSA Status: Exempt

Department: Information Technology

Reports to: Helpdesk Manager

GENERAL DESCRIPTION / PURPOSE:

The Help Desk Technician II is responsible for providing support for employees' use of IT assets and to provide new technology to promote effective business. This position ensures that technology users can effectively do their job with the hardware and software given to them.

ESSENTIAL JOB FUNCTIONS:

• Maintain all aspects of laptops, desktops and related software.
• Maintain corporate print service/maintenance contracts.
• Respond to global helpdesk tickets as assigned keeping users informed as to progress; updates and closes IT tickets accordingly.
• Co-administrate corporate IT helpdesk ticketing system, assist with assigning tickets.
• Responsible for tasks associated with user onboarding and offboarding (setup laptop, full workstation area)
• Helps create and define procedures for new systems and services offered by the IT team globally.
• Assist with cellular and mobile devices.
• Maintain an up-to-date inventory of IT resources and supplies.
• Serve as a backup to other applications as required.
• Recommend new technology as required.
• Manages consultants/contractors as required for projects.
• Provide technical and procedural assistance to junior members of the team.
• In some cases, will be required to work non-traditional hours to minimize business impact of upgrades or modifications to infrastructure.
• Assist with small projects and provide resources to larger business wide projects.

BEHAVIORAL COMPETENCIES:

1. Action Oriented
2. Creating a Service Reputation
3. Customer Focus
4. Problem Solving
5. Technical Learning
6. Values Based

REQUIRED QUALIFICATIONS:

Education: Associate degree in Information Technology, Business, or related field

Experience: 4 years' experience: working in a general helpdesk support environment, working with Microsoft applications.

Knowledge, Skills and Abilities:

• Excellent verbal and written communication skills.
• Ability to successfully and effectively work independently and within a team.
• Ability to influence others, identify problems, and recommend a course of action.
• A sense of urgency in solving customer requests to ensure timely resolution and an ability to work under pressure, multi-task and meet deadlines.
• Demonstrated experience with continuous improvement initiatives, root cause analysis and project management.
• Ability to communicate effectively with staff on all levels within the Company.
• Ability to lead large work volumes, show flexibility, and adapt easily to change.

*6 years combination of education and experience in work and/or education.

PREFERRED QUALIFICATIONS:

Education: Bachelor's degree in Information Technology or related field

Experience: 5 years working in a general helpdesk support environment

Licenses/Certifications: ITIL Foundation or any IT related training and certifications

Knowledge, Skills and Abilities:

• Rail Industry knowledge
• Microsoft 365, Intune and Autopilot experience
• ITIL/IT Service Management
• Lotus Notes

WORKING CONDITIONS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Office deskwork, requiring sitting, walking, using phone & computer.
• May lift up to 30 lbs. occasionally (desktop computers, monitors, stands)
• 10% or more travel is possible including international.
• Can tolerate variable and sometimes challenging conditions during visits or inspections of company equipment in a railroad environment.

Loram is an Equal Opportunity Employer and will make all employment-related decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, marital status, familial status, status with regard to public assistance, membership or activity in a local commission, protected veteran status, or any other status protected by applicable law

Revised: May 2024

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