Helpdesk Administrator II

This person investigates and resolves software and hardware problems within the computer user community and must resolve user questions and problems or escalate and forward them to the appropriate MIS personnel. The position works on special projects as requested and supports other Helpdesk personnel.

• Provides expertise in UCaaS/VoIP systems and assists with advanced configuration and maintenance.
• Supports network and cloud services, including Microsoft 365 administration and security practices.
• Performs advanced troubleshooting for hardware, software, and network-related issues, including root cause analysis.
• Acts as an escalation point for Tier 1 colleagues, providing guidance and mentoring on complex issues.
• Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Interviews users to collect information about problems and leads user through diagnostic procedures to determine source of the error.
• Triage problems and determines whether the problem is caused by hardware such as a, computer, network device, printer, cables or telephone or other source.
• Handles problem recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to the appropriate IT personnel or technical staff.
• Logs and tracks calls using problem management database and maintains history records and related problem documentation.
• Prepares standard statistical reports, such as Help desk incident reports.
• Analyzes and evaluates incident reports and makes recommendations to reduce help line incident rate.
• Calls software and hardware vendors to request service regarding defective products.
• Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.
• Writes software and hardware evaluation and recommendations for management review.
• Writes and revises user training manuals and procedures.
• Install and configure PC software and communications applications as needed.
• Provide initial setup and configuration of company purchased PC and laptop systems. Install at corporate location or ship to field locations as needed.
• Maintain corporate anti-virus software and encryption
• Develops training materials such as exercises and visual displays.
• Train users on software and hardware on-site or in classroom or recommend outside contractors to provide training.
• Coordinates, troubleshoots, and provides suggestions managing UCaaS (Unified Communication as a Service) solution. Assisting in the rollout of this solution to new locations as we transition from our legacy phone solutions. Assist in maintaining the UCaaS system with moves, adds and changes as needed for existing locations
• Has a working knowledge of Room Collaboration solutions or relevant collaboration experience to assist in troubleshooting and resolving issues when presented.
• Work on special projects as needed.

Minimum Requirements:

• Associate degree or equivalent experience; Bachelor's degree preferred
• 2-4+ years of experience in IT support or related field, with demonstrated advanced troubleshooting skills
• Knowledge of networking concepts, cloud services, and security best practices
• Recommended Certifications: CompTIA Network+, CompTIA Security+, Microsoft Certified: Modern Desktop Administrator Associate, ITIL Foundation
• Be familiar with Microsoft 365 suite of products.
• Comprehensive knowledge of computer systems and experience troubleshooting hardware and software
• The ability to break down technological processes and deliver clear, step by step instructions.
• Patient, friendly demeanor with a great aptitude for listening
• Strong verbal and written communication skills
• Commitment to providing exceptional customer service.

Must possess the following characteristics and capabilities:

• Excellent communication and interpersonal skills
• Energetic and Self-reliant
• Ability to work on a team
• Willingness to work off hours as needed
• First point of contact for IT support issues, resolving basic problems and escalating complex issues to Tier 2 or appropriate MIS personnel.
• Provides clear documentation of all incidents and resolutions in the IT ticketing system.
• Maintains strong customer service focus and communicates effectively with end users.
• Basic troubleshooting skills for hardware, software, and networking
• Strong customer service and communication skills
• Eagerness to learn new technologies and systems.
• Experience working as an IT Helpdesk Technician or in a similar customer support role.