Level II Helpdesk Technician
Level II Helpdesk Technician
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Job Description
Our client is looking for a Level 2 Helpdesk Technician for a position in Elk Grove CA.
Position Summary: Under the direction of the supervisor of the Service Desk the PC Systems Administrator/Analyst provides tier one phone and inperson support to users for email connectivity networking operating system and application issues and will be responsible for generating support tickets troubleshooting advanced IT related problems and escalating trouble tickets as necessary to specialized staff for resolution. The PC Systems Analyst will also participate in projectbased work such as computer operating systems upgrades enterprise application installations and must be effective in interpersonal communication and problem solving.
Position Responsibilities Other duties may be assigned:
Provide exceptional customer service to all users
Interact with employees at a technical and nontechnical level
Provide strong Tier III support for the service desk support team
Analyze/troubleshoot all levels of desktop general application and network issues
Document track and monitor technical issues to ensure timely resolution
Provide timely and thorough input for regular status reporting
Provide remote and onsite computer hardware and software setup repair upgrading and troubleshooting support
Manage and troubleshoot both onprem and cloudbased Active Directory services and Office 365 environments including user account management group policies and permissions
Assist with maintaining master software repositories for hardware drivers/firmware OS and application patches and software updates
Perform basic maintenance and troubleshooting on printers and multifunctioning copiers
Assist with developing processes and procedures that outline how incidents requests and problems are identified preserved in a knowledgebase escalated and actioned
Respond to inquiries and requests for assistance from end users via telephone email chat and ticketing system
Maintain a customer satisfaction measure of 96.5% or higher each period
Maintain a service desk ticket closure rate at 96% or higher
Position Requirements:
Experience managing a Microsoft Domain Users Windows OS Apple MacOS VMware
Experience with an ITIL service management software: ZoHo ServiceDesk Atlassian Suite SMAX
Experience supporting users in an Office 365 organization
80% Support daily business operations and work from a helpdesk system responding to and resolving tickets account management filesystem groups and user permissions
15% Document processes procedures and configuration settings for business continuity and disaster recovery
5% All other duties as assigned by supervisor
Strong customer service skills
Excellent oral and communication skills (clientfacing)
Demonstrate the ability to work in a fastpaced environment while balancing multiple priorities
In depth knowledge of the Microsoft and Apple ecosystems
Applied knowledge/understanding of ITIL support processes and methodologies incident management change control management problem management
A proactive mindset with a focus on constant improvement and follow through at all levels
Strong technical problemsolving skills
Ability to take ownership of issues work independently or escalate as needed and find creative ways to resolve problems
Attention to detail with the ability to document procedures accurately
Perform other duties and special projects as required or assigned
Required Skills : Helpdesk
Basic Qualification :
Additional Skills : Helpdesk Support
Background Check : No
Drug Screen : No
Employment Type
Full Time
