Service Desk Technician II

About the role

The Service Desk Technician II supports Heffernan Group employees by providing end-to-end IT support, ensuring smooth operations of hardware and software, and resolving customer issues promptly.

Responsibilities

• Field incoming requests from customers via telephone, email, and chat, prioritizing and escalating as necessary.
• Document all pertinent customer information and record the problem-solving process.
• Apply diagnostic utilities and seek help from internal and external resources to resolve issues.
• Perform hands-on fixes, install software, and maintain customer computers and peripherals.
• Manage inventory, perform moves, adds, and changes, and ensure physical connections are in working order.
• Conduct research into computing issues and present solutions in a customer-friendly manner.
• Collaborate on special projects as assigned.

Requirements

• High School Diploma/GED required.
• Effective communication and strong interpersonal skills.
• 2+ years of IT Service Desk experience.
• Experience in a customer service role, especially relating to technology support.
• Exceptional interpersonal skills, including rapport-building, listening, and questioning skills.
• Working knowledge of basic networking protocols and standards, including DNS and DHCP.
• Extensive Windows application support experience, including Microsoft Office 365.
• Organized and able to manage time effectively.

Qualifications

• Strong analytical and problem-solving abilities.
• Keen attention to detail.
• Ability to absorb and retain information quickly.
• Strong ability to document and present ideas and solutions.
• Hands-on software and hardware troubleshooting experience preferred.
• Working knowledge of applicable data privacy practices and laws.

Skills

• Technical knowledge of a computer’s internal components and peripherals.
• Diagnostic utilities and troubleshooting experience.
• Software and hardware support experience.
• Networking protocols and standards.
• Data privacy practices and laws.

Benefits

This role is eligible to participate in an annual bonus program. Compensation depends on the geographic region, job-related knowledge, skills, and experience.