Help Desk Tier 2

Plymouth Place Senior Living•La Grange Park, IL

3d•Hybrid

About The Position

The Help Desk Tier 2 Tech administers a variety of technical projects related to the setup, maintenance and support at Plymouth Place. The Help Desk Tier 2 Tech is responsible for complex troubleshooting. This position will respond to queries in person, over the phone or remote access. Employee will apply skills to ensure Person Centered Care as exhibited through our Pillars of Excellence: PEOPLE, STEWARDSHIP, SERVICE, QUALITY, GROWTH.

Requirements

Bachelor’s Degree in Computer Science or Information Systems or a 2-year degree with an A+ and Network+ and/or Equivalent Experience
3+ Years’ experience as a Tier 2 Help Desk Technician
Security+ Certification
ITIL Foundation Certification
Demonstrated integrity, ingenuity and inventiveness in the performance of assigned tasks.
Demonstrated understanding of Active Directory (Account creation, password resets, group and distro list membership, OneDrive for Business, SharePoint, etc.)
Experienced with hardware repair and software troubleshooting
Strong knowledge of the Network OSI Layers when troubleshooting network issues.
Ability to easily adapt to and learn new technologies
Knowledge of PC operating systems and cloud-based platforms.
Knowledge of firewall and network filtering; common plugins and browsers; and antivirus and mal-ware applications
Ability to work independently
Working knowledge of Microsoft Office 365.
High level of confidentiality and adhere to HIPAA
Experience with a ticketing system such as ConnectWise or FAVIO
Ability to interact at all levels with management internally, and with customers and vendors

Nice To Haves

A+ / Network + / Security+/MCSA / MCSE are a plus, but not required

Responsibilities

Respond to requests for technical assistance via helpdesk ticketing system.
Diagnose and resolve technical issues onsite and remotely.
Log all customer interactions into ticketing system.
Receiving Tier 1 escalations.
Follow incidents through to resolution.
Provide regular updates to residents and employees on their support requests.
Providing residents and employees with support for company- owned assets (primarily workstations, laptops, servers), which will include basic help desk support up to advanced troubleshooting. This position involves troubleshooting workstation, networking, storage, and server issues on a variety of platforms.
Maintain an accurate tracking of computer assets (desktops, laptops, printers, etc.…)
Provide remote troubleshooting solutions for computer or operating system issues for end-users remotely.
Perform multiple tasks simultaneously, including handling interruptions, and return to and complete tasks in a timely manner.
Maintain important records efficiently and accurately.
Ability to ask for assistance from the System Admin when needed after exhausting other troubleshooting techniques and avenues
Demonstrated ability to work under pressure.
Excellent troubleshooting skills and follow through.
Good communication and exceptional positive and interpersonal skills.
Solid organizational skills including attention to detail and multi-tasking skills.
Ability to read, write and speak English sufficient to perform job duties and to interact and communicate with residents and employees.