Help Desk Technician II

Position Summary

Provide Allied Benefit System’s end users with technical support for any aspect of the information systems unit, including system hardware, operating systems, applications, networks, printers, phones, and audio/visual equipment

Essential Functions

• Serve as first point of contact for end user requests received via incident ticket, phone call, chat message, and email regarding hardware, software, applications, and networking issues with strong sense of urgency, efficiency, and according to Service Level Agreements.
• Provide desktop, laptop, and virtual machine support to end users onsite and remote.
• Install, configure, diagnose, repair, and/or upgrade PC hardware, software, and operating systems (Windows 10) and attached hardware, including printers and print servers.
• Record all problems and resolutions via the Zendesk help desk system.
• Follow, create, and maintain standard operating procedure (SOP) documentation, including participating in training initiatives and driving personnel towards best practices.
• Work on assigned related IT projects and implementations as needed.
• Communicate any escalation of issues and or problems to proper escalation channels and management.
• Provide superior customer service and support by communicating information to customers regarding system outages as well as updates on their requests in a timely fashion.
• Participate in team meetings including providing details to management, application, and hardware support staff and assist the team in solving complex problems.
• Exhibit a desire to learn and seek professional growth.
• Participate in weekend coverage and after hours on call rotation.
• Additional duties as assigned.
  
  

EDUCATION

• Bachelor’s degree or equivalent work experience required
  
  

Experience And Skills

• 2-4 years of experience with Windows 10, MS Office, MS Outlook, Active Directory, Office 365 required
• Experience working in an environment that supports remote users is required.
• Experience working with Zendesk preferred.
• System or network certifications preferred but not required.
• Should have a working knowledge of Windows 10; Active Directory; Office 365; MS Team, RDP, Windows Server, Networking concepts; workstation imaging and builds.
• Ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems.
• Ability to deal with nonverbal symbolism (formulas, scientific equations, graphs, musical notes, etc.,) in its most difficult phases.
• Ability to deal with a variety of abstract and concrete variables.
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Ability to function well in a high-paced and at times stressful environment.
  
  

POSITION COMPETENCIES

• Communication
• Customer Focus
• Accountability
• Functional/Technical Job Skills
  
  

PHYSICAL DEMANDS

• Ability to sit for long periods of time.
• Ability to communicate via telephone.
• The employee must occasionally lift and/or move up to 50 pounds.
• The employee is occasionally required to stand, walk; reach with hands and arms and stoop, kneel, crouch, or crawl.
  
  

WORK ENVIRONMENT

• This is a Hybrid onsite and remote position.
  
  

The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

Compensation is not limited to base salary. Allied values our Total Rewards, and offers a competitive Benefit Package including, but not limited to, Medical, Dental, Vision, Life & Disability Insurance, Generous Paid Time Off, Tuition Reimbursement, EAP, and a Technology Stipend.

Allied reserves the right to amend, change, alter, and revise, pay ranges and benefits offerings at any time. All applicants acknowledge that by applying to the position you understand that the specific pay range is contingent upon meeting the qualification and requirements of the role, and for the successful completion of the interview selection and process. It is at the Company's discretion to determine what pay is provided to a candidate within the range associated with the role.