Tier II Helpdesk Technician

4 weeks ago

Washington, United States Addison Group Full time

Summary:

Reporting to the Manager, IT Help Desk, the Technical Analyst is primarily responsible for troubleshooting and resolving all assigned technical issues. All client-level issues and requests are to be addressed by the Technical Analyst. In the event an issue or request is determined to be outside the Technical Analysts abilities to resolve they are required to document all troubleshooting steps performed and escalate the issue using established procedures. The Technical Analyst is responsible for completing recurring maintenance tasks and assigned projects in a timely and accurate fashion.

Essential Duties and Responsibilities:

  • Serve as a functional backup and additional quality check for all equipment lifecycle processes.
  • Receive and document support requests/inquiries made to the IT Department via email, phone or other medium and logging and assigning those requests in a ticket management system.
  • Collaborate with the other members of the IT Department to successfully complete Enterprise technology projects on time and within budget.
  • Respond to and resolve all support requests/inquiries in a timely fashion utilizing established procedures and escalations.
  • Collaborate with internal and external resources as necessary to achieve desired results.
  • Develop and maintain documentation including, but not limited to, standard operating procedures, equipment installation methodologies, project plans and environment configurations.
  • Become intimately familiar with and adhere to company and departmental operating policies and procedures.
  • Other duties as assigned.

Minimum Education and Experience Requirements:

  • Associates degree or equivalent business or military experience
  • Minimum of 4 years hands on experience working in a Technology customer service environment

Preferred:

  • Relevant industry recognized certifications
  • Experience working in a decentralized multi-site organization
  • Experience with Call Center applications and functions
  • Experience with Service Desk ticketing/service applications and functions

Knowledge, Skills, and Abilities necessary to perform essential functions:

  • Familiarity with common operating systems and software suites
  • Ability to quickly learn new technologies and provide technical support and user training
  • Highly motivated with a strong work ethic
  • Extraordinary organizational and prioritization skills
  • Capable of following instructions and responds well to direction
  • Sensitive to deadlines and completes tasks on time
  • Ability to utilize good judgement to anticipate needs and complete tasks
  • Efficient at multitasking in a fast-paced and demanding environment
  • Well suited for participation in multidisciplinary, high-performance work teams
  • Excellent verbal, written, presentation and interpersonal skills
  • Ability to read and comprehend technical documents, short correspondence and memos
  • Proficient at typing and in the use of computer software programs
  • Capable of documenting all duties performed in relevant systems using clear and detailed language

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