Help Desk Technician II

Job Summary

This IT helpdesk role is the first-line support person for IT assisting Help Desk Technician 1. This position involves onsite troubleshooting of user computers issues. The ideal candidate has an ability to troubleshoot hardware and software issues. Has intermediate knowledge of Windows operating system, higher aptitude of networking, Microsoft software packages. This position requires strong attention to details and communications skill set.

Job Description

• Perform Tier I level (first contact: emails, first ticket response, answering calls, etc.) of end user support regarding system issues and tracking to resolution and determining root cause analysis. • Maintain a current knowledge of relevant technologies as assigned. • Add and update documentation of SOP/ KB’s • Assist in the creation/deletion of user’s accounts per system requests (onboarding / offboarding). • Assist with associated system role-based access. • Ensure user access protocols are adhered to and the user has access to appropriate systems. • Perform daily user management monitoring and maintenance activities. • Assist system users who do not understand how to obtain access to supported systems. • Research user questions and issues to effectively prioritize and escalate as required. • Assist in the recommended user system access modifications to meet the needs of end users. • Monitor systems and identify performance issues reactively. • Assisting Help Desk Technician 1 solve complex technical problems for Desktop PC, Laptops, Peripherals, and Mobile Devices as well as Telecom services and email services. • Works within strict time scales and elevates incidents within defined time windows. • Review, Assign, Resolve, Log comments and Close tickets within the ticketing system. • Assisting Help Desk Technician 1 troubleshoot corporate software deployments, and Antivirus issues. • Support patching of OSs when required. • Responds to team member problems promptly and appropriately, escalates issues according to established procedures. • Experience with Microsoft Active Directory. • Experience with Microsoft Office 365 and help desk roles. • Strong writing and verbal communications skills. • Provides ideas and solutions to prevent problems and support incidents from reoccurring that impact the areas of client computing support and overall employee productivity. • Assisting in identifying incident trends and conveying with Help Desk Technician 1 solutions to elevate incidents in accordance with standard protocols. • Possess creative ability, credibility, and self-confidence while communicating established company policies and providing exceptional customer service and overall world class employee experience. • Maintain a high level of team member satisfaction by clarifying needs and ensuring that they are met. • Work effectively in a multicultural environment. • The Help Desk Technician II works under moderate supervision. • Gaining or has attained full proficiency in a specific area of discipline. • Does not provide supervision to others. • CompTIA A+ certification required or in progress with 1 year experience. • 1-3+ years of related experience • Must have intermediate hands-on experience with Windows based systems. • Assist in responding to end-user phone, email, or chat requests for support to resolve basic computer, application, system, device, access, or performance issues. • Advise users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed. • Utilizes product information or solution database to research, troubleshoot, and deliver solutions. • Documents incidents using help desk systems or tools. • Ability to escalate problems to team to achieve issue resolution. • Support installs or upgrades of software or devices, set up user profiles, or re-set passwords. • Fulfills all service level standards for response time and quality. • Possesses a proper understanding of job functions and skills. • Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Hiring Preference

The Viejas Band of Kumeyaay Indians is an equal opportunity employer.  Consistent with tribal and federal law, the Viejas Band of Kumeyaay Indians applies Native American preference in hiring.