Help Desk Tech (level 2)

Job Description
Description
Position Summary
The IT Helpdesk L2 Tech will work supporting local and remote staff. Responsibilities include providing general technical assistance, support and advice to end users for hardware, software and systems. The position will be responsible for resolving end user issues and will handle problems and issues at tier 1 and tier 2 levels. The position relies on instructions and pre-established guidelines to perform the functions of the job though some independent troubleshooting and investigation is expected. This role typically reports to a supervisor or manager.
 
Essential Duties
Ability to field calls and inquiries related to the technologies employed by Client operations, troubleshoot tickets and e-mails to provide technical help for external business partners, as well as internal staff. The candidate will need to be able to provide hands-on assistance via remote control or direct visits to the user’s desktop
Review procedures users followed to determine if specified steps were taken
Dialogue with colleagues to research issues and find solutions
Maintain knowledge of current business and technology related developments in the marketplace
Assist as required in software development/hardware deployment, maintenance and assist in proper upkeep and utilization of systems
Document procedures and update documentation to record new equipment installed, new sites, and changes to computer configurations
Review work orders to move, change, install, repair, or remove data communications equipment
Provide end user orientation on hardware, software and network operations
 
Other Duties and Responsibilities
Always maintain confidentiality of company-sensitive data
Promptly resolve assigned Help Desk tickets
If necessary, perform PC workstation setups and deploys (desktop, laptop, thin client)
Keep supervisor informed of activities and situations which will impact the achievement of corporate, and department goals and objectives
Assist in inventory of all PC related assets
Maintain clear, concise and consistent logs
May develop training materials, such as exercises and visual displays
Call software and hardware vendors to request service regarding defective products
Search for equipment and/or accessories online and create quotes for purchasing
Perform miscellaneous job-related duties as assigned and perform other related duties as required to achieve the goals and objectives of the company and department
Some travel will be required to branch locations
Occasional on-call availability
 
Skills, Knowledge & Abilities
Ability to solve problems quickly and completely
Ability to plan and organize effectively
Ability to communicate technical guidance and instruction to IT Staff and end users on the use of applications and systems
Extensive knowledge of PC Software, Operating Systems/Windows 10, MS Office applications with strong Excel skills, Outlook and Internet Browser. Citrix and virtualization knowledge a plus
General knowledge of Windows technology and TCP/IP networking
Strong written and verbal communication skills, including the ability to dialogue with executives with confidence when necessary
Highly motivated self-starter
Education/Experience
Education
Preferred: Two or four year technical college degree
 
Experience:
Minimum Required: Three to five years of experience directly related to the duties and responsibilities specified, including knowledge of operating systems and applications