IT Help Desk II

The Service Desk Technician II role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and service request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

ESSENTIAL DUTIES AND RESPONSIBILITIES
· Field incoming help requests from end users via both telephone and e-mail in a courteous manner.

· Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.

· Build rapport and elicit problem details from help desk customers.

· Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.

· Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

· Apply diagnostic utilities to aid in troubleshooting.

· Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.

· Manage asset database insuring all items are tracked and logged.

· Manage image repository insuring all images are kept up to date ?

· Identify and learn appropriate software and hardware used and supported by the organization.

· Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

· Install anti-virus software.

· Evaluate documented resolutions and analyze trends for ways to prevent future problems.

· Develop help sheets and frequently asked questions lists for end users.

KNOWLEDGE, SKILLS AND ABILITIES

• Ability to conduct research into a wide range of computing issues as required.
  
• Ability to absorb and retain information quickly.
  
• Ability to present ideas in user-friendly language.
  
• Highly self motivated and directed.
  
• Keen attention to detail.
  
• Proven analytical and problem-solving abilities.
  
• Ability to effectively prioritize and execute tasks in a high-pressure environment
  
• Knowledge of familiarity with Service Desk Software
  
• Knowledge of computer hardware
  
• Exceptional customer service orientation.
  
• Exceptional written and oral communication skills.
  
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
  
• Strong documentation skills

EDUCATION
College diploma or university degree in the field of computer science and/or 4 years equivalent work experience.

EXPERIENCE

At least 4 years of Service Desk experience. Experience with desktop and server operating systems, including Microsoft Windows operating systems. Ability to attain, and maintain a good understanding of the organization’s goals and objectives. Experience working in a team-oriented, collaborative environment.

EOE/Minorities/Females/Vet/Disability