Helpdesk Specialist II

3 weeks ago


Everett, Massachusetts, United States Ziply Fiber Full time
Job Description

Position Title: Helpdesk Specialist II

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:

  • 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.

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.

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 Ziply Fiber:

We are an equal opportunity employer and value diversity in our workplace. We do not discriminate based on race, color, religion, national origin, gender, age, marital status, sexual orientation, veteran status, or disability. We are committed to creating an inclusive environment for all employees and applicants.

Requirements:

At Ziply Fiber, we require a pre-employment background check as a condition of employment. We may also require a pre-employment drug screening.

Drug-Free Workplace:

Ziply Fiber is a drug-free workplace. We are committed to maintaining a safe and healthy work environment for all employees and applicants.



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