HELPDESK TECHNICIAN II
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About The Position
The Helpdesk Technician II position is a critical role within the Information Technology (IT) department, providing second-tier support to end-users experiencing technical issues with software, hardware, and peripherals. Under general supervision, the technician will diagnose problems and guide users through step-by-step solutions, ensuring clear communication of technical solutions in a user-friendly manner. This role involves documenting, tracking, and monitoring all computer system work requests using Track-IT software to ensure timely resolutions. The technician will work closely with the System Analyst II and escalate more complex issues as necessary. In this position, the technician will be responsible for identifying, diagnosing, and resolving level two issues for end-users, whether in-person or via telephone. This includes maintaining and supporting end-user account information in Active Directory, processing verification reports, and providing high-level technical support for all systems managed by the IT department. The technician will also assist in the setup, support, and maintenance of in-house audio-visual equipment, excluding those under third-party vendor contracts. Additionally, the technician will be responsible for the repair of computer hardware and peripherals not covered by vendor agreements, as well as the delivery, tagging, and configuration of new and used end-user computers and peripherals. The role requires the technician to complete daily end-of-shift reports documenting tasks and work orders, as well as maintaining an active issues log for the next shift. The technician will also manage a section of the IT MEZZ storage area, ensuring proper inventory management and maintenance. The position demands a strong commitment to the organization, effective communication skills, and the ability to analyze and resolve complex computer problems. The technician must be prepared to be on call as needed and work in a 24x7 on-call environment, adapting to changing work hours and conditions.
