Help Desk Tech II

The IT Support Technician II position includes but is not limited to the following primary job functions:

  • Provides technical assistance to users via phone, email, remote connection, or in-person while following established IT policies and procedures
  • Administers help desk solution; logs incidents, documents resolutions, communicates with users, and prepares reports
  • Identifies and escalates issues requiring urgent attention
  • Installs new and rebuilds existing user computers and configures hardware, peripherals, services, settings, directories, storage, etc. in accordance with IT policies and procedures
  • Diagnoses and resolves technical hardware and software issues within Client’s technical environments, researching and proposing solutions as needed
  • Ensures system and solution information, changes, and updates are current
  • Assists with technical infrastructure assessment, implementation, and maintenance, including but not limited to physical and virtual servers, network, telephony, and vendor solutions
  • Identifies opportunities for consideration and implementation of new technologies to provide value to users
  • Assists with information security posture and remediation of threats deemed relevant to business
  • Provides technical assistance on core business solutions, including ERP and CRM functions to users
  • Performs other duties as assigned

 

Qualified applicants will also possess the following experience, knowledge, skills and abilities:

  • 1-2 years of direct technical support with end users
  • Technical knowledge Windows OS, server and end-user hardware, and networking equipment
  • Knowledge of technical issue tracking systems
  • Excellent customer service and interpersonal skills
  • Excellent analytical and problem solving skills
  • Excellent written communications skills
  • Ability to remain calm in a fast-paced, changing environment
  • Ability to organize, prioritize, plan, and execute work
  • Ability to work alone and within a team environment
  • Ability to lift 50 pounds unaided
  • Ability to sit at a computer for long periods of time
  • Periodic non-business-hours work may be required for major issues or applicable project implementations

 

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