Service Desk Technician II

About the role

The Help Desk Technician II provides IT support over the phone and in person to non-technical end-users and performs basic device support independently. They install, assess, troubleshoot, maintain, repair, and upgrade computers and equipment of different types. This position fulfills customer requests, resolves technical support questions, and responds to customer questions in a quality and timely manner.

Responsibilities

• Provide IT user support using standard screens, scripts, reference guides, and procedures.
• Complete ongoing training to deepen skillset.
• Interview users to collect information about problems and lead users through diagnostic procedures to determine the source of errors.
• Build relationships with employees and help them find solutions while providing exceptional customer service.
• Assist with technical problems concerning hardware, software, and peripheral equipment like phones and printers.
• Monitor an email contact inbox and ticketing system for incoming work.
• Work to incident response and resolution targets in an Information Technology Service Management (ITSM) environment with Service Level Agreements (SLAs).

Qualifications

• 5 years of experience in IT Support or associate degree/certificate in a related field.
• Undergraduate degree preferred.
• Knowledge of standard business desktop software and hardware.
• Ability to troubleshoot and resolve technical support questions of customers in a professional manner.
• Experience with PC or network administration.
• Experience creating user accounts, assisting in file restores, maintaining passwords, increasing user space, and providing rights to some areas.
• Experience with email contact and ticketing systems.
• Strong communication skills, both verbal and written.
• Self-motivated and well organized; possesses both the initiative to work individually and contributes appropriately to working as part of a team.