Helpdesk Technician II

UNITE HERE HEALTH•Las Vegas, NV

57d•$54,100 - $62,000•Onsite

About The Position

The Helpdesk II position will provide a world class level of customer service to all Health Center/Fund employees seeking technical assistance or information concerning PC, mobile, telephony, and communications hardware and software. This position will also serve as a technical resource for IT related projects and be a provider of input to the IT Management decision making processes. They will serve and assist the employees on a daily basis, representing the IT department with professionalism, competence and positivity.

Requirements

2 ~ 3 years of direct experience minimum
Working knowledge and experience in a Windows based support environment
Experience with technical Help Desk or high-level customer service operations
Intermediate to advanced knowledge of PC and Microsoft end-user-facing technologies at the end-user level
Mid-level knowledge of PC, mobile, telephony and other end-user facing technologies
Associate’s degree in Computer Science, Information Systems or related field or equivalent work experience required
Ability to travel locally - this position is a "float" position that will support two separate Health Center locations in and will travel between the two.
Ability to provide on-call support once every 9 weeks

Nice To Haves

Mac support experience a plus
Certification in A+ Certification and/or Microsoft Certifications
Valid, unrestricted state driver’s license
Personal vehicle, valid registration, and current insurance

Responsibilities

Serves as a Tier 2 technical and customer support resource to all Health Center/Fund employees
Covers the tier 1 helpdesk regularly (when necessary) and serves as the escalation point for tickets beyond the ability of Tier I
Escalates unresolvable tickets to Tier 3
Documents ticket solutions and expands the knowledgebase within the Service-Now ticketing system
Responds to all local and remote customer inquiries for assistance received via telephone, email or direct contact providing intermediate to advanced troubleshooting and problem resolution
Resolves issues in a timely and professional manner while meeting or exceeding established metrics
Takes proactive action in insuring warrant ability of Health Center/Fund technical systems
Handles Health Center/Fund employee questions regarding end-user-facing hardware and software and serves the Health Center/Fund in a consultative manner
Ensures timely completion and follow-up of all support incidents
Creates documentation of technical solutions and help desk procedures and trains others
Comfortable presenting business solutions in person or via online systems such as Microsoft teams, zoom etc.
Tracks user satisfaction through follow-up calls and surveys as required / directed
Assists Infrastructure and Operations functions with special projects as required
Proficient with imaging laptop/desktops
Cross trains with other staff and continues to learn and expand on skills beyond helpdesk needs
Supports the Health Center/Fund’s telecom system
Assists with audio/visual (A/V) setup and supports meetings as needed
Learns the Health Center/Fund’s applications including, but not limited to the electronic medical records (EMR) system(s) and other applications and becomes efficient in supporting users needs at the helpdesk level
Demonstrates the Fund’s Diversity and Inclusion (D&I) principles in their conduct at work and contributes to a safe inclusive culture with equitable opportunities for success and career growth