Position: IT Helpdesk Technician II

The IT Helpdesk Technician II is responsible for user and desktop support (hardware and software), computer repair, service desk, and application support. The individual will perform a variety of information technology support duties to ensure smooth delivery of technology services throughout the organization, providing consistently high service levels to internal customers.

Primary Duties + Responsibility:

• Documents and tracks company assets from deployment to return.
• Knowledge of imaging processes for Windows 10 and 11 • Experience in configuring Windows in a Corporate environment.
• Assigns, tracks, and closes tickets in the Vorex Ticketing system.
• Installs, Monitors, coordinates, assists, and trains others in the operation of computer hardware, software, and peripherals to meet customer needs.
• Utilizes computer equipment, software, and diagnostic tools to perform a broad range of customer assistance, equipment maintenance, and repair assignments.
• Exercises judgment and creativity in selecting and applying procedures correctly and determines when to escalate issues to the next level of support.
• Provides technical support in the use of employee computer hardware, software, network, and specific applications.
• Responsible for setup and configuration of desktop computers, peripherals, and assigning account security levels, and assists in user account administration.
• Tests and debugs programs to ensure optimal system performance.
• Participates as a member of the help desk/support team, to include management of the IT Ticketing System.
• Troubleshoots and diagnoses problems; implements corrective action procedures and/or escalates to other technical resources as appropriate. Updates manager on status of projects and technical issues as needed.
• Assists in the management and maintenance of local group permissions according to IT policies and procedures.
• Helps manage and maintain local server programs, services, disk space, and printing services for the facilities.
• Ensures timely escalation and communication of serious network issues, outages, and problems.
• Develops and conducts various training and instruction for system users on applications, information security, and IT Policy.
• Assists users in maximizing use of networks and applications.
• Responsible for enforcement of the IT and IT Systems standard operating procedures.
• Maintains up-to-date industry knowledge of state-of-the-art technology, equipment, and/or systems.
• Responsible for helping to maintain Disaster Recovery electronic data.
• Assists the IT Director in the development of new projects and their implementation.
• Manages relationship and communication with Infrastructure Service Provider.
• Provides information and training to other workers on established IT policies and procedures, or IT services provided. 

  
  

  Experience & Minimum Requirements:
  
  

• Associate degree in computer science, Engineering, or Math required; bachelor’s degree preferred. Further IT Certifications are a plus AND/OR...
• 2-4 years of network/personal computer support experience preferred.
• Experience with Kaspersky antivirus software
• Experience in VMWare environments
• Ability to manage multiple efforts simultaneously and meet deadlines as required.
• Ability to be a self-motivated team player, but also to work independently and quickly grasp and implement complex technical solutions required.
• Must possess excellent communication skills, a strong customer service approach, and the ability to professionally and effectively partner and work with internal departments.
• Must be highly organized, able to multi-task effectively and triage competing priorities.
• Must be able to handle stressful situations involving highly complex problems with multiple variables, and the ability to be flexible and creative to respond to unexpected changes in workload, emergencies, and priority situations.
• Ability to produce professional and effective written and verbal communications required.
• Ability to read, write, and speak English effectively required; Bilingual is a plus.

  
  

  Additional Requirements:
  

• Physical requirements: Must be able to lift at least 50 lbs. and get into small spaces to access IT equipment.
• Hours/Conditions:  

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US: 40-hour work week; Canada & UK: 37.5-hour work week

Posted On: Thursday, November 30, 2023