HELPDESK TECHNICIAN II

Position Summary

Second tier level of support. Under general supervision, provide technical software, and hardware problem resolution to all end-users by performing question/problem diagnosis and guiding users through step-by-step solutions in a help desk environment; clearly communicate technical solutions in a user-friendly, professional manner; assist System Analyst II; pass more complex and involved end-user problems on to the System Analyst II; Document, Tracks, and Monitors all computer system work requests through the use of the Track-IT software to ensure a timely resolution to end-users.

Supervision Exercised

Supervised by the Technical Services Manager.

Major Duties and Responsibilities

1. Via telephone or in-person; In the Information Technology (IT) office or remote sites; identifies, diagnoses, and resolves level two issues for end-users having computer software, hardware, or peripherals issues; communicates solutions to the end-users.
2. Has the ability to troubleshoot, analyze and resolve computer systems hardware, software, and peripherals issues.
3. In active directory be able to maintain and support end-user account information to include the individual rights, security of the folders, and group policies.
4. Processes and transmits on-demand verification reports to appropriate personnel.
5. Documents, Tracks, and Monitors all computer system work orders through the Track-IT software. Including detail information about the issue/problem and a complete resolution to the issue/problem.
6. Provides a high level of technical support for all systems under the control of Information Technology (IT) department; including all software, hardware, and peripherals. Escalating all complex or involved issues/problems to the appropriate System Analyst II, Technical Services Manager or Director of Information Technology (IT)
7. Provides assistance or training to all end-users where and when required, with the approval of the Technical Services Manager or Director of Information Technology (IT).
8. Responsible for the setup, support and maintenance of all in house audio visual equipment and non-printed media assets. Excluding audio visual equipment in the conference center that is under contract with a third-party vendor maintenance agreement.
9. Coordinates timely repair of PC computer equipment covered by third-party vendor maintenance agreements.
10. Performs computer hardware repair for computer equipment and peripherals that are NOT covered by third-party vendor maintenance agreements.
11. Delivers, tags, Sets up, and assists in the configuration of new and used end-user computers hardware/software including peripherals.
12. Responsible for completing a daily end of shift report; documenting all of the tasks and work orders completed during the shift.
13. Responsible to create an active issues log to be passed onto the next shift; documenting all ongoing issue of the day to include any high priority work orders.
14. The Technician II position will be responsible for a section of Information Technology (IT) MEZZ storage area.  This will include accountability of assign section, updating & reviewing the ‘MEZ Storage Inventory.xls’, cleaning & maintenance, and accounting for all items that are either stored or removed by the individual technicians from this area.
15. Performs other related duties as assigned by Technical Services Manager or Director of Information Technology (IT)

Secondary Duties and Responsibilities

Knowledge, Skills and Abilities

1. Knowledge of commonly-used concepts, practices, and procedures within a Information Technology (IT) Department.
2. Ability to communicate effectively, both verbally and in writing.
3. Ability to analyze complex computer problems and provide solutions.
4. Knowledge of current technological developments/trends in the information technology field.
5. Ability to investigate and analyze information and draw conclusion to resolve complicated situations.
6. Ability to evaluate emerging technologies and identify their potential impact within the existing information technology environment.
7. Ability to provide technical guidance and instruction on the use of computer technologies.
8. Ability to plan, design, and implement computer systems and applications.
9. Fundamental knowledge of basic systems analysis.
10. Knowledge of, and programming skill in, at least one technologically current scripting language.
11. Knowledge of a broad range of relevant multi-user computer systems, applications, and/or equipment.
12. Ability to exhibit a strong motivational commitment to the organization.
13. Ability to work within a network infrastructure.
14. Familiar with standard concepts, practices, and procedures within an information technology field.
15. Possess analytical thinking, troubleshooting and communication skills.
16. Maintain the confidential nature of matters pertaining to company records, policies and customer lists.
17. Ability to be on call whenever needed.
18. Ability to rely on experience and judgment to plan and accomplish set goals.
19. Knowledge of the following applications or systems is preferred:

• Windows 2000/2003 Server
• Microsoft Exchange Server 2003
• Microsoft Office Suite 2007(Word, Excel, Access…)
• Microsoft Outlook 2007
• Avaya PBX/Voice Mail Support
• Windows  XP/Vista
• Networking Protocols

Minimum Qualifications, Education and Experience

Required:

1. Associates degree in Information Technology, Information Technology (IT), CIS (Computer Information Systems) or related and three (3) years of desktop support experience in a Windows environment and two (2) years of network support experience.  Any combination of education from an accredited college or university in a related field and/or direct experience in this occupation totaling seven (7) years may substitute for the required education and experience.

Preferred:

1. A+, Network+, or Security+ certification.

Licensing Status

1. Must be able to obtain and maintain the required Gaming License.
2. Will require a post-offer, pre-employment and random drug screening.

Working Conditions

1. Work is performed indoors.
2. Works is in a 24x7on-call environment.
3. Work hours subject to change with overtime work required.
4. Must be able to work long hours under stressful conditions.
5. Subject to hazards, which may cause personal bodily harm; smoke, common colds, influenza, dust, odors and elevated noise levels.
6. Tasks may be performed on uneven, inclined, hard and soft carpeted floors, cement structures and surfaces.
7. Duties may involve walking, standing for long periods of time, sitting and crouching.