Help Desk II

Job Description

Job Description

Job description

The IT HelpDesk supports the Manager of IT infrastructure ensuring that the following aspects of NEBA's IT environment are managed according to set standards and requirements. This position requires attention to detail, organized self-starter that is diligent and responsive, takes initiative, works well independently, maintains a positive attitude and strives to maintain the company's culture. The person selected will be part of the TechOps team which has an important role in supporting the entire organization and clients.

• Scope of Position
• Provide overall network, software and hardware support for IT environment throughout the organization.
• Work collaboratively with the Manager of IT Infrastructure and the HelpDesk team to ensure that Network Infrastructure and systems are running and operating effectively.
• Provide Voip, Network, Hardware and Help Desk Support to internal and external users in a professional courteous manner.
• Utilize the ticketing software to support and track resolution issues and escalate as needed.
• Provide support for a variety of internal programs: Basys, Laserfiche others

Essential Functions

• Respond to email, phone calls and support requests from employees and customers seeking help with software or computer related issues.
• Provide walk-through support to internal and external users using meeting communication software such as Zoom or any other video conferencing software available.
• Enter tickets and process tickets in help desk software through resolution.
• Coordinate with software vendors on support related items.
• Document, track, monitor and escalate support requests to ensure a timely resolution.
• Support Network Administrator with various tasks such as installing software and hardware updates.
• Provide after-hours support as part of an on call rotation as directed.
• Provide security and IT incident response.
• Additional duties as required

Skills, Experience and Qualifications

• Must be able to adapt to the rapidly changing needs of the business based on direction and/or shifting requirements.
• 2+ years of customer service experience, required.
• 2+ years relevant work experience, required.
• Strong communication skills both oral and written
• For Helpdesk Support / IT Assistant, familiar with PC hardware & software, MS Windows, basic server & network knowledge, VOIP experience and troubleshooting, VPN knowledge and troubleshooting experience, Outlook and general email support, Windows PC, Apple Computers, iPhone, iPad, Multi-function Copy machine & Printer, web cams, UPS Battery backups, Computer Monitors
• Experience with Microsoft Products: Office, Outlook, Word, Excel
• Experience with Google Workspace environment
• Security mindset to approach issues and problems. - Knowledge in Basic Cyber Security is a plus.

Extras:

• Bachelor’s degree in Computer Science, Information Systems or another related field or equivalent combination of education, training and work experience, preferred not required.
• Network+, MCSE, CCNA Certification, preferred not required.
• Voip Experience
• Google Workspace experience, preferred.

Physical Requirements

• Work is performed in an indoor facility.
• Job frequently requires sitting, handling objects with hands, standing, walking, reaching, talking, hearing, and lifting up to 25 pounds.
• Working with tools for computer repairs and upgrades.
• Ability to see information in print and/or electronically.

Location

• In office position – Location: Pembroke Pines, FL with limited travel to other office locations when required.
• Ability to commute/relocate: Pembroke Pines, FL 33028 | Reliably commute or planning to relocate before starting work, no remote applicants will be considered. No relocation expenses will be covered.

Compensation

We offer competitive salary based on experience and an excellent benefits package

About NEBA. At NEBA, we are very proud of our commitment to creating community, supporting healthy lifestyles, offering educational opportunities and providing tools and resources that foster personal and professional development. We believe in promoting from within and creating career paths that pave the way for our employees to move all the way from entry level to high level leadership positions within our organization. We offer competitive wages and an excellent benefit package that includes unique features, such as professional coaching, as part of our employee enrichment program. We are invested in the success of our employees!

We do important work at NEBA, administering collectively bargained employee benefits for hardworking men and women all over the country. The community we serve deserves excellence, and we have high expectations that every one of our employees consistently works towards delivering it.

NEBA employees have excellent work ethic, make continual contributions to go above and beyond to help others, have a positive attitude, display kindness towards others, respect their coworkers, and are willing to do what it takes to get results! Does this sound like you? If it does, please apply for this career opportunity.

NEBA is an Equal Opportunity Employer committed to hiring a diverse work team.

NEBA is a Third Party Administrator that supports the hardworking members of the Taft-Hartley community that are the backbone of our country. We perform administrative services to members regarding their health and retirement plans and encourage candidates to review our website for an overview of what we do.

Company Description

NEBA is a Third Party Administrator that supports the hardworking members of the Taft-Hartley community that are the backbone of our country. We perform administrative services to members regarding their health and retirement plans and encourage candidates to review our website for an overview of what we do.