Help Desk Technician

Job Details Level Experienced Job Location Corporate - Pleasant Valley, MO Remote Type N/A Position Type Full Time Education Level High School   Salary Range $50,000.00 - $65,000.00 Salary/year Travel Percentage Negligible Job Shift Day Job Category Information Technology Description of Position

I. JOB SUMMARY -

The Help Desk Technician is responsible for customer-centric exceptional services and supportoperations, which are founded on both industry and corporate standards. The Help Desk Technician provides technical and operational guidance and to foster overallalignment with CPSS customer-centric exceptional services and support and industry bestpractices. This role collaborates with Project Managers, External Vendors, IT Leadership, otheradministrators, and various technical team members throughout IT to develop operations tosupport complex business needs and deliver, implement, and train the Help Desk on the solutions.This individual will possess advanced communication and technical skills along with practicalexperience in multiple areas within their discipline (i.e. Support, Infrastructure, Data or Security).The Help Desk Technician is expected to manage the resolution of large and complex problems,challenges and issues that cross multiple teams and business units. The Help Desk Technician isexpected to serve as a subject escalation point in several areas. They also possess the skills neededto be able to step into many roles within their Help Desk discipline.

II. ESSENTIAL DUTIES AND RESPONSIBILITIES

Process and Support (70%):

* Serve as the first point of contact for IT inquiries or customers seeking technical assistanceover the phone, email or messenger.

* Provide remote troubleshooting, diagnosing and resolving technical problems related tosoftware, hardware, and networks.

* Provide clear and concise instructions to users on how to resolve technical issues.

* Track of customer interactions and technical issues in the Service Desk ticketing solution tomaintain Help Desk operational SLAs.

* Update support tickets, knowledge base articles and procedures.

* Assisting with hardware and software upgrades: This may include installing new softwarereleases, updating firmware, and replacing hardware components.

* Consult with vendors and other CPSS IT personnel for problem resolution.

* Work complex incidents, perform troubleshooting, administer repairs. Meet team SLAs.

* Assist with security: Identity access management.

* Providing training to customers: Training and supporting customers on how to use newsoftware or hardware, or how to resolve common technical issues.

* Participating in team meetings: Attend regular team meetings to discuss current issues,share knowledge, and improve processes.

* Perform other related duties to support the mission and critical success factors of the CPSS Technology department.

Technology Innovation: (10%):

* Seeks opportunity to automate, simplify and enhance Help Desk operations and processes.

* Maintains Help Desk goals and objectives to increase system efficiency.

* Actively participates in and assists with vendor contract negotiations for areas oftechnology expertise.

* Stays abreast of technology trends as well as how it pertains specifically to CPSS.

* Assists with strategy/roadmap and identifies and recommends new technology solutions tomeet business needs.

Requirements Gathering, Design and Implementation (10%):

* Leads the collaboration of requirement gathering and technology selection.

* Manages projects. Manages the successful execution of project activities on changingorganizational requirements.

* Participates in the design of information and operational support systems.

* Perform analysis of current environment to identify deficiencies and opportunities forimprovement; recommend solutions.

Peer Leadership (10%):

* Actively coaches' Help Desk Technicians, providing feedback, as necessary.

* Acts as a SMEs for key areas of expertise and drive key projects or ongoing support functions.

* Supports meeting agendas and expectations for the Help Desk touchpoint meetings with the Help Desk team and IT leadership.

* Provides highest tier level of customer-centric support for Help Desk issues.

* Keeping track of customer interactions and technical issues responding to incidents outsideof SLAs.

* Escalating, delegating and assigning complex issues to senior administrators or Manger.

* Assist in development of objectives, standards, procedures and guidelines for the Help Desk

III. COMPETENCIES

* Adaptability - Maintaining effectiveness when experiencing major changes in workresponsibilities or environment (e.g., people, processes, structure, or culture); adjustingeffectively to change by exploring the benefits, trying innovative approaches, andcollaborating with others to make the change successful.

* Building Trusting Relationships - Using appropriate interpersonal styles to establisheffective relationships with customers and internal partners; interacting with others in away that promotes openness and trust and gives them confidence in one's intentions.

* Collaborating - Working cooperatively with others to help a team or work group achieve itsgoals.

* Communication - Conveying information and ideas clearly and concisely to individuals orgroups in an engaging manner that help them understand and retain the message, listening actively to others. Coaches others on team as needed.

* Continuous Learning - Actively identifying new areas for learning; regularly creating andtaking advantage of learning opportunities; using newly gained knowledge and skill on thejob and learning through their application.

* Initiating Action - Taking prompt action to accomplish work goals; taking action to achieveresults beyond what is required; being proactive.

* Work Standards - Setting high standards of performance for self and others; assumingresponsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.

* Integrity - Earns others' trust and respect through consistent honesty and professionalism in all interactions.

Qualifications

IV. REQUIREMENTS

* High School Diploma, Degree in Technology, related subject, Certifications CompTIA A+,CompTIA Network+, Microsoft Certified Systems Administrator (MCSA), or equivalentexperience.

* 1+ years Prior experience in a help desk or technical support role, can be an advantage.

* 1+ years' experience of hardware, software, and networking technologies, as well asexperience with remote support tools, can be an advantage.

* Excellent analytical, technical, and interpersonal skills.

* Ability to adhere to risk management, change management, and configuration management policy, standards, procedures and guidelines.

* Ability to provide objective and impartial technology, platform, tooling assessments andrecommendations, always ensures compatibility with strategic technology backlog.

* Passionate about technology, and have an interest in emerging tools, trends and techniquesacross the industry.

* Possesses or displays the ability to learn multiple technologies and systems.

* Professional experience demonstrating the ability to establish and maintain effectiveworking relationships with all levels of employees and contractors, and to communicateideas effectively, both orally and in writing.

* Able to provide a strong customer-centric support approach understanding customer needs andwork to resolve issues in a timely and professional manner meeting team SLAs.

PREFERRED QUALIFICATIONS

Experience in areas of systems/security preferred: ServiceDesk Plus Cloud, Smart Deploy,Icon VN Phone System, Screen Connect, MS Intune, Sentinel One, MS Flows, MS SharePoint and (MS Authenticator and Duo Preferred) MFA. Windows Servers, Microsoft Office 365,Azure AD, Active Directory and services. Web Servers, Internet Information Services,Database Services, MS SQL, Print Services. Enterprise applications, Procede - Excede,Epicor and Autodesk.

WORKING CONDITIONS

This job operates in a professional office environment indoors. Routinely uses standard officeequipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

All qualified applicants will receive consideration for employment without regard to race,color, religion, sex, sexual orientation, gender identity, national origin, disability, or status asa protected veteran. CPS&S is a smoke-free and drug-free work environment.

WORKING SCHEDULE

This job operates Monday through Friday 8:00-5:00 PM. The position may also require limited travel.

V. PHYSICAL DEMANDS

The position requires the ability to spend long hours sitting or standing while using officeequipment and computers. Ability to perform repetitive tasks such as typing and keying.Continually speaking and hearing, giving, and receiving directions. Occasional lifting,pushing/pulling, carrying 50 lbs of supplies and materials is required.

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