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IT Helpdesk Technician II

3 months ago

Eugene, United States LTD Lane Transit District Full time
POSITION PURPOSE:

Under direction from the IT Manager, this position is responsible for providing desktop support to internal clients and providing support for IT staff. This includes, but is not limited to, desktop workstations, laptops, cell phones, and related peripherals. This position may also assist senior IT staff with tasks such as maintaining network equipment, server patching and telecommunications. In addition to technical responsibilities, this position is also responsible for maintaining documentation, replenishing spare parts and consumable supplies, processing warranty repairs to equipment vendors and manufacturers, tracking IT systems' fixed assets, and maintaining the IT areas in an orderly fashion.

ESSENTIAL DUTIES:
  • Provide Helpdesk support by:
    • Assisting employees with the configuration and ongoing usability of desktops, laptops, peripheral equipment and software
    • Responding to, researching, and troubleshooting end-user tickets in a timely manner, including problems and questions and communicating results to affected staff.
  • Perform preventive maintenance, repairs, upgrades, and installations of hardware and software in a timely manner, consistent with established IT service commitments.
  • Support VoIP phone system, including provisioning, troubleshooting, and deprovisioning
  • Work with IT vendor support contacts to resolve technical problems.
  • Work with IT procurement staff to purchase hardware and software.
  • Maintain accurate and timely records of work performed, fixed-asset and equipment inventory changes, spare parts, and consumables used in the appropriate tracking systems and the IT Ticketing system.
  • Maintain a safe and orderly work environment.
  • Maintain timely revisions and create IT documentation.
  • Assist with the development and revisions of IT related policies, procedures, best-practices recommendations, and end-user instructions.
  • Perform reasonable duties related to this position.
TECHNOLOGY SKILLS:
  • Active Directory/DNS/DHCP/Group Policy administration
  • Remote user support
  • Windows server administration
  • Exchange/Office 365 administration
  • Microsoft O/S installation/configuration and imaging
  • Centralized Microsoft desktop O/S and software administration
  • Familiarity with VMWare solutions including application, machine and VDI client virtualization
  • Familiarity with wired and wireless Ethernet infrastructure and TCP/IP networking
  • Familiarity with iPhone and Android device management
  • Familiarity with NAS/SAN data storage appliances
  • IT help desk management systems
  • Print management
  • Microsoft Office Suite - Outlook, Word, Excel, PowerPoint, SharePoint, Visio
  • Microsoft Systems Center
  • Windows OS
  • Computer hardware
  • Patch Management
  • Asset tracking and management
  • VoIP Administration
MINIMUM QUALIFICATIONS FOR HIRE:

Any equivalent combination of education and experience which provides the knowledge, skills, and abilities required to perform the job. Education and course work can substitute for years of experience. Typical qualifications would be:

Experience:
  • Experience installing software, patches, and updates on desktop computers and laptops.
  • Experience troubleshooting basic network, hardware, software, and printing problems.
  • A minimum of 2 to 4 years of experience performing the responsibilities of this position in an enterprise environment serving multiple sites and business units.
  • Familiarity with ITIL, COBIT or similar IT frameworks, standards and best practices
  • Excellent written and verbal communications, both in-person and over the phone, are essential for this position.
Preferred:
  • A bachelor's degree in computer science or a related field from an accredited college or university.
WORK INDEPENDENCE:

Incumbents perform recurring routine work with regular supervision and generally function from a set of instructions or written procedures. Incumbents occasionally encounter some variations from the norm and are encouraged to suggest ways for handling these, but are not granted the latitude to take final action.

WORKING CONDITIONS:
  • Work is performed in an office environment.
  • Usual work days and hours are Monday through Friday 8am until 5pm with flexible hours possible with manager approval
  • Occasional periods in an outdoor environment, with intermittent evening or weekend duties.
  • Equipment utilized includes standard office equipment, hand tools, and electronic test equipment in addition to automated voice and data information systems.
  • Travel within metro area. Valid ODL required.