IT Help Desk Support II

Job Description

The Tier 2 Desktop Technician provides world-class support and invigorating customer experiences. The Tier 2 Desktop Technician supports the IT Manager through helpdesk support at various levels but, primarily tier 1 and 2 : support, working with non-technical end-users to obtain technical independence and ensure their ability to perform in a mission driven organization.

Duties and Responsibilities include but not limited to :

• Self-assign, Update, Status, Escalate, and Resolve incidents for self and team. Capture details of actions performed on all incidents through active listening and asking questions.
• Ticket System Master) Follow up on un-resolved team member incidents for completion and close / merge these incidents.
• Create and deliver reports on help desk incidents, license assignment, Active / Disabled accounts, and metrics of interest.
• Update and maintain employee group memberships e.g., (O Groups, Distribution List Membership, Azure AD Single Sign on Groups, Microsoft Multifactor Authentication).
• Provision / Troubleshoot / Remediate / Deliver / Maintenance (computing hardware, software, employee accounts and workspaces) following operating procedures and checklists.
• Meet with new employees in person and virtually on respective first day of employment for onboarding and IT equipment / procedure acclimation.
• Provide reassurance to end users and team members when delivering solutions and diagnosing problems.
• Analyze historical ticket information to determine areas of focus to possibly automate the resolution.
• Support Cape Fox technical initiatives regardless of physical location, provide in person and remote support.

Travel Requirements 10 - 25% Salary Grade Job Requirements

Education and Experience

Bachelor’s degree in information technology, computer science or equivalent field

Minimum of 3 years of relevant experience

Qualifications and Requirements :

Proven excellent customer service skills.

Ability to work under deadline pressure, handle stress and deliver professional results.

Long hours and weekends may be required to meet deliverables.

Strong oral communication skills, customer service, organizational skills, and attention to detail

Self-motivated with minimal oversight

Ability to work overtime and provide reliable transportation to service calls at sites.

Some travel may be required.

Skill demonstration may be required : File Permissions & various types of devices connection.

Must have authorization to work in the United States as defined by the Immigration Reform Act of .

Computer skills including :

Help Desk Ticketing System and Incident Management : Assign, Update, Status, Escalate, and Resolve incidents for self and team.

Microsoft Administration : Exchange, Azure Active Directory

Provision, Troubleshoot / Remediate, Install / Deploy, and Ship : Technical Equipment, Software Applications, and Employee Accounts

Multi-Function Printers, Peripherals, Laptops, Tablets, Workspaces, A / V Devices, Computing Devices, Intune

User Account Management / Administration : O Groups, Distribution List Membership, Azure AD Single Sign on Groups, Microsoft Multifactor Authentication, Enable and Disable Accounts

License Management / Administration : Add and Remove licenses for employees based on employment status in SAAS, PAAS, IAAS cloud systems.

Reporting and Metrics : Help Desk Incidents, License Assignments, Active / Disabled Accounts e.g., M, Zoom, Active Directory, E-Fax, and Box Cloud

Perform Password Resets for various applications.

Physical Requirements

• Ability to work on computer for long periods.
• Ability to scale heights and climb a ladder.
• Must be able to lift to 25 pounds.
• Sit or stand throughout a regular workday.
30+ days ago