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Helpdesk Technician II

4 months ago

McPherson, United States Viega Full time
Shape the future with us. And also your own.

As a driver of innovation, Viega is one of the most important technology leaders in the installation industry. We develop intelligent systems and integrated digital solutions. Quality is incorporated into everything we do. We believe that this is about much more than supplying pipelines. We turn spaces into living rooms: More comfortable. More intelligent. More secure. More sustainable.

Support us as:

Helpdesk Technician II

Job-ID: 14441; Location(s): McPherson, KS

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.

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
Special Job Dimensions
  • Travel up to 25% of the time.
  • On call - will be required to work flexible hours (including after hours and weekends) and in an on-call rotation to provide back-up and emergency support; it is important to provide wrap-around service in order to keep all systems functional.
Safety

All employees are expected to comply with the safety rules of their respective department and position, however there are general safety guidelines that all employees are expected to comply with:
  • Slips, Trips and Falls
  • When walking, be aware of unlevel or elevated surfaces
  • Keep aisles clear
  • Use caution when walking on wet surfaces and wipe up spills
  • Use the handrail on stairs
  • Use only approved step stools and ladders. Do not stand on chairs
  • Walk, don't run
  • Report deficient conditions to the appropriate maintenance department
  • Use caution when walking in parking lots and parking garage
  • Good Housekeeping
  • Always maintain a clean and uncluttered work environment
  • Do not overload wastebaskets
  • Safe Lifting
  • Use caution and proper techniques when lifting heavy objects
  • Ask for help
    • Equipment
  • Only use equipment that is in good repair
  • Report any equipment hazards immediately to your manager
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 with; always going above and beyond to help others out, regardless of their position or department.
  • Ability to adhere to the highest standards of quality while continually performing at the highest possible level.
Education, Certification/License & Work Experience
  • Associates Degree in Computer Science or related discipline preferred
  • 3-5 years of related experience Desktop Support role
  • Comp TIA A+ Certification, required
  • Comp TIA Network+ Certification, preferred
  • Microsoft MCITP: Windows 7 or Windows 10, required
  • Microsoft Office Specialist (MOS) Certification, preferred


Your contact person:

Christopher Welsh - Christopher.Welsh@viega.us -

#LI-DNI

The future needs people like you to shape it.

Apply to Viega now.

Nearest Major Market: Wichita