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Helpdesk Specialist II

2 months ago

Everett, United States Ziply Fiber Full time
Job DescriptionJob Description

Position Title: Specialist, Helpdesk II

$45,000 to $75,000 annually DOE
Comprehensive health benefits include - medical, dental, vision, 401k, flexible spending account, paid
sick leave and paid time off, parental leave, quarterly performance bonus, training, career growth and
education reimbursement programs.

At Ziply Fiber, our mission is to elevate the connected lives of our communities every day. We are
delivering the fastest home internet in the Northwest, with a focus on areas traditionally underserved by
mainstream internet companies. And as our state-of-the-art fiber network expands in WA, OR, ID and MT,
so does our need for team members who can help us grow and realize our goals.

We may be building internet, but we are reaching real people. We strive to build relationships and provide
customers and communities with refreshingly great experiences.

We emphasize our values in all our interactions:

Genuinely Caring: Our customers and colleagues are people, and quite possibly our neighbors. We put
ourselves in their shoes and give them our full attention.

Empowering You: We empower our customers to choose the products that best meet their needs, and
we support our employees to implement solutions that elevate the experiences of our customers and
coworkers.

Innovation and Improvement: We always look for ways to make the experiences of our customers –
and each other – better.

Earning Your Trust: We earn trust by communicating simply and transparently as real people, not as a
corporation.

Job Summary
The Helpdesk Specialist II will be responsible for supporting Tier 1 staff, desktop hardware, software,
phones, and peripherals, applying advanced technical knowledge to identify and resolve complex
problems. This position will be responsible for the integrity and support of a variety of IT-related systems.

Essential Duties and Responsibilities:
The Essential Duties and Responsibilities listed below are a range of duties performed by the employee
and not intended to reflect all duties performed.

  • Provide remote and onsite advanced troubleshooting support to end users.
  • Perform Windows Server installation, configuration, and maintenance.
  • Complete proactive and reactive maintenance of servers and workstations.
  • Serve as a mentor and provide training as needed to Level I Helpdesk Specialists.
  • Leverage IT tools to automate tasks.
  • Ensure proper recording, documentation, and closure of incidents and requests.
  • Follow up with customers, provide feedback and see problems through to resolution.
  • Troubleshoot user authentication issues.
  • Create/ Modify Active Directory and Exchange objects.
  • Maintain integrity of internal IT systems.
  • Develop end-user training documentation to support a self-service approach.
  • Utilize excellent customer service skills and exceed customers’ expectations.
  • Preserve and grow your knowledge of IT procedures, products, and services.
  • Troubleshoot network connectivity issues for onsite and remote staff.
  • Develop reports, draw conclusions, and suggest process improvements based on trends from
    data in the incident tracking system.
  • Provide 24/7 on-call support in a weekly team rotation.
  • Perform other duties as assigned.

Qualifications:
  • 4 years of desktop support experience in a fast-paced environment of 500+ client computers.
  • Experience with Windows Server, Windows OS & Mac OSX.
  • Experience with SCCM.
  • Experience with O365 and Exchange.
  • Experience with Windows Active Directory.
  • Experience with process improvement.
  • Experience developing training documentation.
  • Experience supporting remote users.
  • Experience with ITIL approach to incident management.
  • Intermediate Knowledge of Windows 10 desktop operating system.
  • Understanding of how Active Directory and Exchange are integrated.
  • Advanced troubleshooting of MS Office suite.
  • Intermediate understanding of computer networks (LAN, WAN, and computer networking).
  • Ability to work on-call and flexible hours as needed.
  • Ability and a desire to stay knowledgeable in new and changing technology.
  • Self-motivated to identify issues and develop appropriate resolution.

Knowledge, Skills, and Abilities:
• Ability to work independently and apply sound judgment and reasoning skills to a variety of
situations.
• Ability to multi-task and collaborate effectively with other personnel to meet deadlines.
• Strong verbal and written communication, attention to detail, and organizational skills.
• Ability to work within critical deadlines.
• Ability to adjust to rapidly changing priorities and schedules.
• Ability to provide excellent customer service.

Work Authorization
Applicants must be currently authorized to work in the US for any employer. Sponsorship is not available
for this position.

Physical Requirements
The physical demands described here are representative of those that must be met by an employee to
successfully perform the essential functions of this job. Reasonable accommodation may be made to
enable individuals with disabilities to perform the essential functions.

Essential and marginal functions may require maintaining the physical condition necessary for bending,
stooping, sitting, walking, or standing for prolonged periods of time; most of the time is spent sitting in a
comfortable position with frequent opportunity to move about. The employee must occasionally lift and/or
move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision,
color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment
Work is performed in an office setting with exposure to computer screens and requires extensive use of a
computer, keyboard, mouse, and multi-line telephone system. The work is primarily a modern office
setting.

At all times, Ziply Fiber must be your primary employer. Unless otherwise prohibited by law, employees
may not hold outside employment nor be self-employed without obtaining approval in writing from Ziply
Fiber. In holding outside employment or self-employment, employees should ensure that participation
does not conflict with responsibilities to Ziply Fiber or its business interests.

Diverse Workforce / EEO:
Ziply Fiber is an equal opportunity employer. Ziply Fiber will consider all qualified candidates regardless of
race, color, religion, national origin, gender, age, marital status, sexual orientation, veteran status, and the
presence of a non-job-related handicap or disability or any other legally protected status.

Ziply Fiber requires a pre-employment background check as conditions of employment. Ziply Fiber may
require a pre-employment drug screening.

Ziply Fiber is a drug free workplace.