Help Desk Technician II

Job Summary

The Help Desk Technician II provides workstation phone, off site and onsite support for users, vendors and/or clients, resolving computer issues and help desk-related requests. This position plans, analyzes, configures, and installs new personal computer systems, determining user specifications for hardware and software upgrades; maintains and repairs existing computers; and deals with most issues that are simple or routine, escalating more complex or involved issues to Level II staff. This position composes documentation and communication regarding help desk/telephone support operations, and focuses on customer relations, achieving user comfort level on computer applications and equipment. This position may be required to travel on an as needed basis in order to fulfill user support responsibilities.

Duties

Help Desk Coordination: Track all help desk issues and ensure that all are assigned to a staff member, are completed, and that users are kept informed of the status of their requests. (30%)

User Support: Provide 1st-tier user support for all simple or routine user issues. Help users resolve system problems, utilize standard software, and maintain standard hardware. The Help Desk Technician may be required to travel on an as needed basis in order to fulfill user support responsibilities. (30%)

Account Creation: Create standard accounts for new users for workstation login or email. Assign users to established groups and assign standard file permissions on appropriate servers. (15%)

Maintain Supplies: Responsible for maintaining computer-related supplies (toner cartridges, floppy disks, backup tapes, etc.). Keep track of use, research prices, submit expenditure requests when needed, and ensure that consumables don't run out. Ensure that new hardware is accurately entered into the FAS accounting system. Workstation Roll out/Patching: Provide manpower for workstation rollouts and applying patches to workstations. (15%)

Perform other duties as assigned. (10%).

Duties Continued

Education Required

Education Preferred

Experience

Required:

At least 2 years of experience in configuring & administering networked computer systems in a Windows environment.

Strong experience with TCP/IP, Microsoft Outlook Email, Laptops and PDAs such as blackberry.

Experience in providing support to telecommute & mobile laptop users required.

Skills

Required:

Familiar in configuring remote LAN access for VPN.

Excellent team work ethic.

Excellent communication and customer service skills.

Working knowledge of the Microsoft Office Suite, Windows XP/7 and Active Directory.

Preferred:
Strong PC and desktop application knowledge.

Strong computer troubleshooting and problem solving skills.

Licenses/Certifications Required

Licenses/Certifications Preferred

Required Training

Physical Requirements

Additional Information