IT Help Desk Level II

Remington Hospitality•Dallas, TX

14h

About The Position

The Help Desk Level II technician's role is to provide technical software, hardware and network problem resolution to all computer users by performing question/problem diagnosis and guiding users through step-by-step solutions in a call center environment; clearly communicate technical solutions in a user-friendly, professional manner; provide one-on-one end-user training as needed; assist network/system technicians; troubleshoot network/system issues; pass more complex end-user problems on to network/system technicians; conduct hardware and software inventory database maintenance and reporting; and perform related work as required.

Requirements

Comply with all written and stated company ethics and safety policies and procedures.
Report all unsafe and unethical violations to immediate supervisor, or Human Resources.
Back up and support other department team members as necessary.
Three years providing end-user phone support, installing, upgrading, troubleshooting and repairing computer equipment in a network environment.
CompTIA A+ or equivalent
Strong customer service orientation. (More important than technical prowess)
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Adept at reading, writing, and interpreting technical documentation and procedure manuals.
Ability to conduct research into hardware and software issues and products as required.
Ability to present ideas and solutions in user-friendly language.
Highly self-motivated and a self-starter.
Keen attention to detail.
Skilled at working within a team-oriented, collaborative environment.
Strong interpersonal and oral communication skills.
Ability to communicate with immediate supervisor and other team members in order to receive/direct all work instructions and express any questions or concerns as required.

Responsibilities

Work with associates to understand technology requirements and identify effective/expedient solutions.
Provide excellent customer service to users.
Identify, diagnose and resolve level one problems with hardware, software, network, the internet and new computer technology in a call center environment; communicates solutions to end-users.
Delivers, sets up and assists in the configuration of end-user PC desktop hardware, software and peripherals.
Diagnoses and resolves end-user network or local device problems, PC hardware, e-mail, internet, VPN and local-area network access problems.
Coordinates timely repair of computer equipment covered by third-party vendor maintenance agreements.
Utilize the Help Desk system to record work on each support call.
Comply with all written and stated company ethics and safety policies and procedures.
Report all unsafe and unethical violations to immediate supervisor, or Human Resources.
Back up and support other department team members as necessary.