IT Service Desk Agent II

Viega Group • McPherson KS, KS

2d • Onsite

About The Position

The Helpdesk Technician II is responsible for providing Tier 2 support for Information Technology related items by answering questions or resolving problems in person, via telephone or from a remote location. Assists Tier 1 teammates via escalated issues, tickets, guides and teaching them proper procedures. Provides training & technical assistance to end users as needed. Monitors and upgrades existing systems. Determines user specifications for hardware and software. Assists Network and System Administrators with implementation of special projects.

Requirements

• Strong interpersonal/customer service skills
• Ability to work under the pressure of and meet deadlines
• Effectively operate within a dynamic multi-tasking environment
• Knowledge of computer solutions including Microsoft Windows Server, Microsoft Windows, Microsoft Office, Helpdesk ticketing systems and understanding networking systems
• Demonstrated knowledge using and troubleshooting various applications such as Microsoft Word, Excel, Access, Outlook, and Web based applications
• Knowledge of functions and use of computer and peripheral hardware
• Knowledge of on-line monitoring and diagnostic resources
• Excellent verbal and written communication skills
• Good organizational skills
• Ability to know your audience and communicate with all levels of the organization
• Ability to configure Outlook/Exchange and solve Outlook configuration issues such as permissions, views, calendar sharing, email rules, data migration, etc.
• Ability to read and understand technical manuals and procedural documentation
• Experience and proficiency in leading and managing projects
• Demonstrated proficiency as a self-motivated professional
• Ability to use discretion in the handling of confidential data
• Demonstrated ability to understand and adhere to proper change control policies and practices
• Ability to listen, assess and respond to urgent issues
• Ability to perform with superior service, reflecting a positive company image while sustaining a positive attitude with those you interact with; always going above and beyond to help others out, regardless of their position or department.
• Ability to adhere to the highest standards of quality while continually performing at the highest possible level.
• Associates Degree in Computer Science or related discipline preferred
• 3-5 years of related experience Desktop Support role
• Comp TIA A+ Certification, required
• Microsoft MCITP: Windows 7 or Windows 10, required

Nice To Haves

• Comp TIA Network+ Certification, preferred
• Microsoft Office Specialist (MOS) Certification, preferred

Responsibilities

• Mentors, trains and assists Tier 1 Helpdesk Technicians as needed via escalated issues and tickets.
• Ability to learn and utilize Lean Six Sigma as a continuous improvement methodology to eliminate waste, improve accuracy and build quality into processes and solutions
• Responds to telephone calls, emails and personnel requests for technical support; identifies, researches, and resolves technical problems; ensures timely resolution and follow-up.
• Provides mentoring and guidance to staff regarding work procedures, technical issues, work priorities, and special requests from customers.
• Diagnoses calls to determine level of technical assistance required; if unable to resolve problems, transfers call in accordance with escalation procedures.
• Provide support for all user IT related issues; work with available resources to provide effective solutions, break/fix and problem resolution.
• Train users in the proper use of hardware and software as necessary.
• Documents technical and non-technical solutions and processes.
• Creates, updates and deletes Active Directory objects and permissions.
• Maintains IT equipment database.
• Assists Network and Systems Administrators with projects and implementations.
• Performs Active Directory & SAP password resets as needed.
• Responsible for daily operational tasks related to system and data backups at all facilities.
• Installs and performs minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.
• Sets up equipment for employee use, performing or ensuring proper installation of cable, operating systems, and appropriate software.
• Assists in deployment of server and networking equipment
• Attends meetings as required and/or assigned.
• Performs other duties as required and/or assigned.

Benefits

• Medical, Telehealth, Dental, and Vision coverage, including infertility treatment, weight management, and physical therapy.
• Wellness Program, including wellbeing platform, wellness challenges, WorkLife Navigator services, EAP, and mental health resources.
• HSA with company contribution.
• Health Care and Dependent Care FSA options.
• 401(k) plan with up to 7.5% total employer contribution, including an automatic 3% company contribution plus a competitive tiered match.
• Employer-paid Short- and Long-Term Disability coverage.
• Employer-paid Life and AD&D insurance, with additional voluntary coverage options.
• Voluntary benefits including legal, accident, critical illness, and hospital indemnity insurance.
• Up to $10,000 annually in tuition reimbursement, with an option for fully funded degree programs through Colorado Technical University.
• 22 days PTO.
• 9 company holidays plus 2 paid volunteer days.
• Professional development opportunities designed to help employees continue building their careers.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree