Help Desk Level II

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• 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
  
  

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