Job-ID: 17838 ; Location(s): McPherson KS
Job Description Summary
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.
What You'll Do:
User Support Analysis
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.
New Equipment Installations
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
Other
Attends meetings as required and/or assigned.
Performs other duties as required and/or assigned
What We're Looking For:
Knowledge, Skills and Abilities
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…