What are the responsibilities and job description for the Help Desk Level II position at Evolution Risk Advisors, Inc.?
Know your rights Inform yourself of your rights and responsibilities by reviewing the content provided in the list below. Employment Eligibility (e-Verify): English & Spanish Right to work: English / Spanish It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business. Help Desk Level II Responsible for ensuring proper desktops, portables, peripherals (i.e., printers and projectors) and software operation so that end users can accomplish business tasks. Prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Provide guidance, monitor tickets, investigate unresolved issues, troubleshoot configuration issues, perform software installations, and hardware repairs. Duties and Responsibilities: • Field incoming requests from end users via telephone, e-mail or other established support channels • Document all relevant information including name, organization, contact information, asset details, nature of issue, troubleshooting steps taken and resolution • Proactively engage the required resources to ensure the customer expectation is exceeded in a timely manner • Identify and learn appropriate software and hardware used and supported by the organization • Knowledge of relevant call tracking applications • Monitoring Anti-Virus System (Sophos) • Monitoring System Alerts (SolarWinds) • Work on-call on an as needed basis • Document re-occurring problems and identify the root cause to find solutions • Administer, configure and provide Level I troubleshoot for telephone system • Help end users with printer setup and basic printing troubleshooting needs • Assist end users with minor corporate assigned mobile devices issues, setup and configuration • Manages/updates the supply inventory • Support remote and traveling users via remote login and phone • Prepares computers/workstations with all the necessary hardware and software component, and creates user accounts (as needed) • Advanced administration of other systems as assigned, trained or mentored by senior members of the team or instructed in special training sessions • Advanced administration and basic troubleshooting of Office 365 Requirements: • Network Certification • High School degree I GED required • Minimum (3) three years’ experience in a help desk environment • A Certification desired but not mandatory • Ability to multi-task and with interruption • Ability to work in a close team environment Job Task Analysis: Use and Frequency Rarely (0-15%) / Occasionally (16-45%) / Frequently (46-100%) Equipment: F telephone R copier F computer R fax machine Mental Demands: F problem-solve F make decisions R supervise F interpret data F organize O write F plan Physical Demands: O O O R O R standing sitting lifting 5 lbs. carrying walking driving Working Conditions: F indoor R outdoor R high temperatures R cold temperatures R loud noise This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities and activities may change at any time and the employee is expected to perform such other duties as may be assigned. Benefit Highlights Industry leading medical, dental and vision insurance plan 401(k) Retirement Plan with a company match of 100% on up to 5% of compensation (match is fully-vested immediately) Generous PTO policy Eligible for performance based bonuses Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area.