Help Desk Support II - Maitland, FL

Advanced Dermatology and Cosmetic Surgery • Maitland, FL

2d • Onsite

About The Position

The Help Desk Technician II provides second level (Tier II) support for the resolution of IT issues for end-users. This position serves as an escalation point for issues Help Desk Technician (or Support) I (Tier I) employees have been unable to resolve. The person in this role works to provide innovative solutions to minor issues that can come up at the user base, and also devises more efficient ways of solving common issues. This person in this position documents solutions to support continual education of department staff and ongoing process improvement efforts. Additional duties may be required or assigned to persons employed in this position.

Requirements

• High school diploma or GED
• Strong hardware and software knowledge
• Proficiency in using and supporting Windows 10, Mac OS X, Microsoft Office Suite, Internet Explorer, Chrome, Chromium Edge and Microsoft Exchange/Outlook.
• Diagnosing PC hardware/software problems.
• Perform intermediate network functions.
• Perform more intermediate workstation troubleshooting and fixes (i.e. registry edits, light scripting)
• Maintains accurate and complete records of calls received and updates records as problems are resolved and users notified.
• Acquire and maintain current technical knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers.
• 2-4 years experience working in a help desk environment diagnosing and resolving various computer hardware and software related problems.
• Excellent communication skills to communicate effectively with internal and external customers
• Recognizes and respects cultural diversity
• Adapts communication to individuals’ ability to understand
• Uses professional telephone etiquette
• Strong problem identification and resolution skills.
• Able to resolve complications involving several variables in difficult and stressful situations, in accordance with company policies and values.

Nice To Haves

• Ability to juggle multiple projects and course correct as business drivers change
• Proven organizational and planning skills, including the ability to take tasks through to completion
• Commitment to excellent customer service and product development
• Strong problem analysis and decision-making ability
• Excellent interpersonal skills
• Self-motivated and enthusiastic
• Ability to continually evolve/improve productivity and environment and learn new development trends/practices
• Project a professional manner and image, including proper workplace appearance, attire, and grooming standards; exhibit professional conduct at all times
• Adhere to ethical principles and ADCS core values
• Treat all internal and external customers with respect, compassion, and empathy, recognizing and respecting cultural diversity
• Demonstrate initiative and responsibility
• Work as an effective team member
• Manage time efficiently; prioritize and perform multiple tasks
• Maintain compliance with all ADCS policies and procedures, including a strong record for attendance and punctuality
• Adapt to change when needed to maintain efficiency in the performance of job duties
• None required (for Licensure/Certification)

Responsibilities

• Provide technical support to end-users via telephone, e-mail, and self-service requests.
• Be an escalation point for Tier 1 issues that need additional support.
• Diagnose and repair hardware and software problems; contact end users as needed to discuss specific symptoms of equipment failure and nature of repairs required, and possible solutions to equipment problems.
• Log all customer problems and track each through to resolution; initiate escalation as appropriate to ensure management awareness of problems that are severe in nature or that are exceeding targets.
• Contact vendors for technical support and parts procurement both electronically and by telephone.
• Assist/Automate in software implementations/system changes to the user base.
• Perform other duties as required or assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED