Coord Help Desk II

Job Summary: Using problem solving, communication and interpersonal skills, along with patience, a friendly attitude and ability to work in a team environment. Must have strong technical understanding of technology, including various hardware, software and networking systems being supported. Job Responsibilities: • Developing professional expertise, Tier II personnel resolves a variety of issues, exercises judgement to resolve issues, normally receives only general instruction • Incident Management • Respond to Incident Tickets of unplanned events based on ITIL concepts • Track (Who, What, When, Where, Why & How) • Adhere to KPI/SLAs set forth by management • Triage (Work or Move) using knowledgebase articles • Escalation team in the hierarchy • Handle complex technical support questions • Solve crucial problems that need more time and attention • In-depth technical knowledge and expertise • PC Application Management • Install, uninstall and configure pc applications based on incident triage measures (Individual Installations) • Administrative Support for PC Applications • Tickets often need Tier II to access users through remote control tools, such as RDP. • PC Quality Assurance • Validate software applications are working as designed to the satisfaction of the user • Document Issues • Track Status • Make Recommendations for improvements to process, configurations and products • PC Project Management • Preventative Maintenance of computer, voice and equipment used to support technology. Qualification Requirements: • Education: High School diploma is required. Associate’s/Technical Degrees (two years) is preferred. • Experience Level: 2-3 years of desktop/pc technician experience is required. 3-5 years of Microsoft experience is required. Job Skills & Knowledge: Knowledge of: • Basic desktop installations to include printers, Windows OS, and other software. • Installing new technologies and teaching end users how to operate them • Providing remote technical support via internet or phone • Backing up and restoring files • Maintaining operating systems by repairing hardware and configuring software Certifications: • CompTIA A Certification is required. • Microsoft 365 Certified: Modern is required. Other Requirements: • Travel Requirements: This position requires a valid driver’s license for occasional daily and overnight travel. • Strength Level: This is light work. • Climbing Requirements: This position requires the ability to climb ladders up to 6 feet. • Tool-Using Requirements: This position requires Safety Onboarding Training.

Salary : $0