Job Summary | The IT Help Desk technician II is a hands-on role that requires an excellent communicator who can use their own initiative to work as a team or independently. The candidate will be responsible for supporting 300+ users both on-site and remotely in a fast-paced environment within a team of skilled IT professionals. The ideal candidate will be highly motivated and have a basic understanding of networking and servers as well as a thorough understanding of desktop and application support. This is a dynamic support role with growth potential where pro-activity, documentation skills, compliance, and a solution-driven mindset are required. This position is frequently the “face of IT” within the organization and needs to convey an attitude of caring and competence in all interactions. This role offers an individual with the basic skills the opportunity to expand their knowledge into all aspects of core IT administration, networking, and innovation.
| Essential Functions | - Acts as a front-line interface to users, accepting requests for technical assistance and resolving routine computing problems.
- Responds to user requests for service in a prompt, friendly, and customer service-oriented manner.
- Provide Helpdesk coverage and log, prioritize, categorize, and document all phone and email requests received by the Helpdesk system.
- Troubleshoot, diagnose, and resolve technical support issues for users, communicate status and follow through to completion.
- Monitor, report, and respond accordingly to all systems alerts from the Monitoring System
- Follow procedures to assign and escalate complex calls to the appropriate internal or third-party technical support person.
- Provide hardware, software, telecom, printing, audio-visual, and network support to users and external CPA clients as necessary.
- Setup, deploy, and troubleshoot user endpoint devices, printers, and other PC hardware and peripherals. Knowledge of imaging technologies such as Microsoft Intune, Deployment Toolkit, and RMM tools is a plus.
- Provide Basic (Level 1) support, troubleshooting, and problem-solving on a local area network (LAN) and on a wide area network (WAN) using standard network troubleshooting techniques and tools.
- Provide basic telecommunications support for phone and voicemail utilizing MS Teams
- Install, configure, maintain, troubleshoot, and resolve problems related to a wide variety of applications and other software.
- Maintain an accurate inventory of all IT Equipment within the Helpdesk’s Asset Management System.
- Acts in a consultative role to end-users by providing recommendations regarding hardware, software, processes, etc., to enhance productivity and efficiency.
- Assists in training of basic systems for new and current users when necessary.
- Create new user access/login accounts as well as remove user files/access from network upon user separation.
- Provide project support to Senior IT Operations technical staff as appropriate.
- Manage individual projects as assigned, including planning, timelines, status updates, milestones, and completion of objectives.
- Write essential documentation on procedures, troubleshooting steps and solutions including user guidelines for KB publication.
- Provide rotating, on-call services for after-hours.
- Provide rotating, on-site weekend coverage.
- Stay current on all affiliate technologies required for end-user support issues.
- Perform other duties and responsibilities as assigned. This may include performance of duties not directly indicated in the job description.
- Must maintain confidentiality.
- During emergencies, all CPA employees are automatically considered essential employees and may be subject to recall. These events may include but are not limited to natural, man-made, or public health emergencies. Employees may be expected to perform emergency and/or recovery operations outside of their normal assigned responsibilities and routine working hours.
- Other duties as assigned.
| Minimum Qualifications: | - BA/BS degree in information technology or computer science or related field or 5 Years of job-related experience in directly supporting end users, customer support, computer operations, system administration or another related area.
- Administrative experience working in an Active Directory and Microsoft Cloud environments, working with Windows/AD, O365, Azure AD/Entra ID, OneDrive, Microsoft Teams, MS Defender suite and Intune.
- Experience deploying and managing Apple products such as iPad, MacBook, and Apple Operating Systems.
- Experience with iOS and Android-based products preferred.
- Experience troubleshooting TCP/IP connectivity.
- Experience troubleshooting Layer 1 network issues.
- Microsoft Certified Desktop Support Technician (MCDST), preferred.
- Microsoft Certified System Administrator (MCSA), preferred.
- CompTIA Security + or higher, or ability to achieve certification within 90 days.
| Minimum Standards: | - Outstanding verbal and written communication skills.
- Strong technical documentation skills.
- Ability to communicate business needs to technical people and simplify complex technical information for non-technical people.
- Proven excellence in responsiveness and customer service.
- Ability to establish solid business relationships and work effectively with senior business and client contacts.
- Excellent critical thinking and problem-solving ability, as well as proficiency in conducting online research or consulting with third-party technical support to find solutions to technical problems.
- Ability to self-manage and prioritize multiple tasks to consistently meet timelines.
- A high personal work ethic and dedication to excellence in performance of duties.
- Detail-oriented and ability to follow tasks through to completion.
- Knowledge and experience in installing, maintaining, and troubleshooting systems and software.
- Reports weekly on deadline status for open tickets and projects the individual has been assigned to.
| Licenses / Certification Required: | - Possess a valid Florida Driver’s License or the ability to obtain one within 30 days.
- Able to secure a Transportation Worker Identification Credential (TWIC).
| Physical Requirement | - Tasks involve the ability to exert light physical effort in sedentary to light work.
- May involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (20-50 pounds).
| Environmental Requirements | - Degree of flexibility and are likely to require evening/weekend work and participation in an on-call rotation
- Office Environment – with the ability to travel to and from other offices/buildings.
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