IT Help Desk Technician II

Western Partitions, Inc. • Salt Lake City, UT

5d • $60,000 - $70,000

About The Position

The Helpdesk Technician II is responsible for technical support requests related to hardware, software, and networking. This role will rely on strong technical aptitude and excellent interpersonal skills to resolve technical issues via phone, email, chat, and in person. Understand and comply with all WPI policies, procedures, and corporate safety program. Act as the first point of contact for WPI staff requiring IT support. Act as an escalation point for tier 1 Help Desk Technicians. Answer end user queries in person, via email, and over the phone. Manage assigned tickets in accordance with established service level agreements. Monitor the help desk queue and assess priority of incoming tickets. Identify issues, troubleshoot, and resolve issues to the end users’ satisfaction. Troubleshoot connectivity, network, and client VPN issues. Install, maintain, and troubleshoot client applications. Troubleshoot and resolve email-based issues. Coordinate with senior team members to escalate complex problems. Document all support tickets in IT ticketing software. Update and reconcile IT inventory. Order new client computers and provision for use. Reimage existing client computers and migrate user data. Order and provision smart phones, iPads, and VOIP phones for WPI staff. Troubleshoot telecom and mobile device issues. Perform hardware repairs and upgrades. Create and maintain documentation for internal processes. Other duties as assigned.

Requirements

• Associates degree in Information Systems, Computer Science, or related field of study OR equivalent industry experience.
• Exceptional written and interpersonal skills are essential along with the ability to interact with all levels of the corporation.
• Proven ability to prioritize a constantly shifting workload and collaborate with other IT staff members daily.
• Employs a customer focused attitude towards all job duties.
• Must be team-oriented and thrive in a result oriented, fast paced environment.
• Must be able to break down problems both known and unknown in a logical, efficient manner.
• Strong knowledge of MS Windows operating systems.
• Solid understanding of core network components (TCP/IP, Active Directory, DNS, DHCP, RDS, etc).
• Competency with hardware and software troubleshooting.
• Competency with common mobile products (iPhone, iPad, Android devices).
• The ability to learn and apply new concepts quickly.
• Late night and/or weekend hours are occasionally necessary to complete system upgrades and perform maintenance.
• Local to office, but infrequent travel is required for IT maintenance at corporate offices and jobsites.

Nice To Haves

• A+, N+, MCP, or other industry level certifications recommended.
• Microsoft, CompTIA, or other industry certifications.
• This role is not eligible for visa sponsorship.

Responsibilities

• Act as the first point of contact for WPI staff requiring IT support.
• Act as an escalation point for tier 1 Help Desk Technicians.
• Answer end user queries in person, via email, and over the phone.
• Manage assigned tickets in accordance with established service level agreements.
• Monitor the help desk queue and assess priority of incoming tickets.
• Identify issues, troubleshoot, and resolve issues to the end users’ satisfaction.
• Troubleshoot connectivity, network, and client VPN issues.
• Install, maintain, and troubleshoot client applications.
• Troubleshoot and resolve email-based issues.
• Coordinate with senior team members to escalate complex problems.
• Document all support tickets in IT ticketing software.
• Update and reconcile IT inventory.
• Order new client computers and provision for use.
• Reimage existing client computers and migrate user data.
• Order and provision smart phones, iPads, and VOIP phones for WPI staff.
• Troubleshoot telecom and mobile device issues.
• Perform hardware repairs and upgrades.
• Create and maintain documentation for internal processes.

Benefits

• Competitive pay
• Incentive bonus plan
• 401(k) retirement savings plan with match
• Medical, prescription drug, dental and vision insurance plans with flexible spending account option
• Life insurance, accidental death, and disability benefits
• Flexible paid time off policy and paid holidays
• Professional development opportunities and certifications

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 1,001-5,000 employees