IT Support Desk Technician II
Heartland Business Systems · West Des Moines, IA · 1 mo ago
Information TechnologyFull-time
Roles and Responsibilities
- Respond to auto generated ticket alerts both critical and non-critical.
- Monitor and work tickets in ticket system for client submitted requests.
- Acknowledge and respond to tickets based on Managed Services SLA.
- Be part of a phone call queue for client call in requests.
- Review monthly client reports and provide resolutions solutions based on generated reports.
- Escalate tickets to internal departments and clients IT departments.
- Perform proactive maintenance duties such as switch/firewall/routers upgrades, server patches, workstation patches, firewall rules, etc.
- Remote application and hardware support for switches, routers, firewalls, servers, and storage.
- Monitor and analyze customer networks, systems, backups, and security appliances.
- Work with customer’s primary field engineer to perform work on an as needed basis.
- From time to time, project manage internal department initiatives.
- Contribute and enhance internal department process/system documentation.
- Conduct training of customers or colleagues in both formal and informal environments.
- Maintain documentation of customer technical information as it relates to procedures, servers, applications, infrastructure, and remote support instructions.
- Be part of an on call after hours/weekend on call rotation every 8-10 weeks (additional compensation).
Requirements
- Active Listening
- Adaptability
- Assertiveness
- Conflict Resolution
- Decision Making
- Delegating Responsibility
- Honesty / Integrity
- Innovative
- Problem Solving
- Relationship Building
- Resource Management
- Strategic Planning
- Time Management