Job Description
SUMMARY The Help Desk Technician II provides second level (Tier II) support for the resolution of IT issues for end-users. This position serves as an escalation point for issues Help Desk Technician (or Support) I (Tier I) employees have been unable to resolve. The person in this role works to provide innovative solutions to minor issues that can come up at the user base, and also devises more efficient ways of solving common issues. This person in this position documents solutions to support continual education of department staff and ongoing process improvement efforts. Additional duties may be required or assigned to persons employed in this position. ESSENTIAL DUTIES AND RESPONSIBILITIES Provide technical support to end-users via telephone, e-mail, and self-service requests. Be an escalation point for Tier 1 issues that need additional support. Diagnose and repair hardware and software problems; contact end users as needed to discuss specific symptoms of equipment failure and nature of repairs required, and possible solutions to equipment problems. Log all customer problems and track each through to resolution; initiate escalation as appropriate to ensure management awareness of problems that are severe in nature or that are exceeding targets. Contact vendors for technical support and parts procurement both electronically and by telephone. Assist/Automate in software implementations/system changes to the user base. Perform other duties as required or assigned. KNOWLEDGE, SKILLS, AND ABILITIES Ability to juggle multiple projects and course correct as business drivers change Proven organizational and planning skills, including the ability to take tasks through to completion Commitment to excellent customer service and product development Strong problem analysis and decision-making ability Excellent interpersonal skills Self-motivated and enthusiastic Ability to continually evolve/improve productivity and environment and learn new development trends/practices PROFESSIONALISM Project a professional manner and image, including proper workplace appearance, attire, and grooming standards; exhibit professional conduct at all times Adhere to ethical principles and ADCS core values Treat all internal and external customers with respect, compassion, and empathy, recognizing and respecting cultural diversity Demonstrate initiative and responsibility Work as an effective team member Manage time efficiently; prioritize and perform multiple tasks Maintain compliance with all ADCS policies and procedures, including a strong record for attendance and punctuality Adapt to change when needed to maintain efficiency in the performance of job duties EDUCATION High school diploma or GED – required. EXPERIENCE Individual must possess strong hardware and software knowledge and have proficiency in using and supporting Windows 10, Mac OS X, Microsoft Office Suite, Internet Explorer, Chrome, Chromium Edge and Microsoft Exchange/Outlook. Diagnosing PC hardware/software problems. Perform intermediate network functions. Perform more intermediate workstation troubleshooting and fixes (i.e. registry edits, light scripting) Maintains accurate and complete records of calls received and updates records as problems are resolved and users notified. Acquire and maintain current technical knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers. 2-4 years experience working in a help desk environment diagnosing and resolving various computer hardware and software related problems. LICENSURE/CERTIFICATION REQUIREMENTS None required. COMMUNICATION SKILLS Must possess excellent communication skills to communicate effectively with internal and external customers Recognizes and respects cultural diversity Adapts communication to individuals’ ability to understand Uses professional telephone etiquette REASONING ABILITY Must possess strong problem identification and resolution skills. Must be able to resolve complications involving several variables in difficult and stressful situations, in accordance with company policies and values. WORK ENVIRONMENT AND CONDITIONS Work is typically performed in an office setting. Requires some flexibility in working hours. Requires the ability to respond quickly and multi-task while working in a demanding, stressful environment, quickly addressing and resolving conflicts as they arise. Weekend work may be required. Occasional travel may be required. PHYSICAL DEMANDS Stressful environment Multi-task position Lifting up