Helpdesk Technician II

Culinary Health Center · Las Vegas, NV · 2 mo ago

HybridInformation Technology$27.74–$33.95/hrFull-time

Serves as a Tier 2 technical and customer support resource to all Health Center/Fund employees
Covers the tier 1 helpdesk regularly (when necessary) and serves as the escalation point for tickets beyond the ability of Tier I
Escalates unresolvable tickets to Tier 3
Documents ticket solutions and expands the knowledgebase within the Service-Now ticketing system
Responds to all local and remote customer inquiries for assistance received via telephone, email or direct contact providing intermediate to advanced troubleshooting and problem resolution
Resolves issues in a timely and professional manner while meeting or exceeding established metrics
Takes proactive action in insuring warrant ability of Health Center/Fund technical systems
Serves and assists the employees on a daily basis, representing the IT department with professionalism, competence, and positivity

2 ~ 3 years of direct experience minimum
Working knowledge and experience in a Windows based support environment
Mac support experience a plus
Experience with technical Help Desk or high-level customer service operations
Intermediate to advanced knowledge of PC and Microsoft end-user-facing technologies at the end-user level
Mid-level knowledge of PC, mobile, telephony and other end-user facing technologies
Associate’s degree in Computer Science, Information Systems or related field or equivalent work experience required
Preferred: Certification in A+ Certification and/or Microsoft Certifications
Ability to travel locally - this position is a "float" position that will support two separate Health Center locations in and will travel between the two.
Ability to provide on-call support once every 9 weeks

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