Help Desk Technician II

Park Place Technologies•Kentwood, MI

144d

About The Position

The Help Desk Technician II provides first-level end-user support for workstation, telephone, printer, computer, and other technology issues. The role serves as the single point of contact for technology-related problems, helping clients use technology to address business needs and escalating issues that cannot be resolved at the first level. The technician follows customer technical and quality standards and procedures while providing exceptional customer service to promote satisfaction. The position manages help desk tickets, configures and deploys equipment, troubleshoots hardware and software, installs and tests systems, performs upgrades and diagnostics, and documents issues and recurring patterns. It also supports mobile phone plan administration, maintains and creates technical manuals, stays current with information technology trends, and provides emergency on-call support as needed. The role includes 10% travel.

Requirements

3–4+ years of related experience.
At least 1–2+ years of experience in a help desk technician role.
Customer experience.
Strong knowledge and understanding of operating systems, networks, programming, languages, firewalls, and routers.
Knowledge of upgrades, installations, and common technical issues involving Windows, Cisco networks, and mobile applications.
Ability to make decisions quickly with limited information.
Ability to solve complex problems.
Ability to read and understand complex manuals and terminology.
Understanding of hardware and software.
Excellent communication skills.
Keen attention to detail.
Ability to recognize patterns.
Ability to diagnose and resolve complex computer and software technical issues.

Nice To Haves

Network+, A+, IT Fundamentals, or Windows workstation certifications in the Microsoft Certified Professional Program.
Associate or bachelor's degree is highly preferred.

Responsibilities

Provide first-level end-user support for IT issues, including workstation break/fix, error resolution, and endpoint security issues such as antivirus and anti-malware.
Manage the help desk ticketing system and route incidents to the appropriate IS/IT group.
Configure, install, and deploy workstations, telephones, printers, and other IT equipment for employees.
Troubleshoot hardware and software problems and offer viable solutions.
Resolve routine technical issues during phone calls and follow standard practices to address user issues.
Collaborate with team members and the manager to escalate and resolve ongoing issues.
Install and test systems and software used in in-house computer operations.
Perform system upgrades, debug software and applications, and run computer diagnostics as needed.
Document incoming calls and specific issues to identify recurring issues or patterns.
Create manuals addressing specific problems for future reference.
Troubleshoot new installation issues and maintain hardware and software installations and upgrades to prevent issues.
Install software on workstations for new employee provisioning or deployment to existing users.
Manage the mobile phone plan, including provisioning new lines, migrating employee phones, reporting to IT management, and coordinating with the mobile telephony vendor.
Stay abreast of emerging information technologies and current trends.
Provide emergency on-call support as needed.
Perform other duties as assigned.