Support II - Desktop

Core Function:

This position will require the use of remote tools to resolve open issues or complete outstanding requests that involve new functionality of PC hardware, software and peripherals. This position requires the ability to articulate in a clear and precise manner and the ability to obtain information quickly and accurately.


Essential Duties & Responsibilities:

The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this position.

• Interacts with office personnel on support related issues.
• Responds to all Help Desk tickets within one business day and creates relevant documentation.

• Distributes newly created documents to more experienced team members for review and posting on SharePoint.
• Follows standard escalation procedures.
• Utilizes existing documentation in the SharePoint system to complete recurring tasks.
• Basic troubleshooting of internal network issues.
• Works with Procurement Administrator to procure computer supplies within company guidelines.

• Administers user and email accounts at all offices.
• Documents recurring IT tasks.
• Follows closed Help Desk tickets with relevant documentation and distributes to more experienced team members for review and to post on SharePoint.
• Trains junior members in applicable policies/procedures.

Supervisory Responsibilities:

• None

Minimum Knowledge, Skills and Abilities required:

• Associate degree in business, information technology, or CIS/MIS.
  You must possess an understanding of HDI best practices or be HDI certified.

• A+ Certification/MCP is a bonus.
• 2+ years of experience in a support role.
• Proven technical knowledge and understanding.
• Must be a resourceful and innovative problem solver.
• Ability to work in a professional manner, be flexible, and handle interactions with all levels of the organization.

• Demonstrated ability to communicate well with other members of the IT department and with non-technical end users.
• Self-directed, organized, and motivated.

Physical and Mental Demands

The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Physical Demands
While performing the duties of this class, employees are regularly required to sit; talk or hear, in person and by multi-media; use hands to finger, handle, feel or operate standard office equipment; and reach with hands and arms. Employees are frequently required to walk, stand and move about to accomplish tasks, particularly for long distances or moving from one work site to another. Must have ability to ascend and descend stairs. Specific vision abilities required by this job include close vision and the ability to adjust focus.


Mental Demands
While performing the duties of this class, employees are regularly required to effectively use written and oral communication skills; read and interpret data, information and documents; analyze and solve problems; use math and mathematical reasoning; learn and apply new skills and information; perform highly detailed work on multiple, concurrent tasks; and interact with colleagues, Clients and Vendors. Specific incumbent must maintain composure in a fast paced, high quality environment where personal and team accountabilities are the defining factors.


General office environment

General office environment. Work is generally sedentary in nature, but may require standing and walking for up to 10% of the time. Work is generally performed within an office environment, with standard office equipment available.


#LI-BB1

• Associate degree in business, information technology, or CIS/MIS.
  You must possess an understanding of HDI best practices or be HDI certified.

• A+ Certification/MCP is a bonus.
• 2+ years of experience in a support role.
• Proven technical knowledge and understanding.
• Must be a resourceful and innovative problem solver.
• Ability to work in a professional manner, be flexible, and handle interactions with all levels of the organization.

• Demonstrated ability to communicate well with other members of the IT department and with non-technical end users.
• Self-directed, organized, and motivated.