Help Desk Technician II
The Help Desk Technician assesses and troubleshoots computer user support problems such as password resets, desktop support issues, or specialized applications support. Additionally, this position may monitor computer systems and operations, as assigned.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Essential duties and responsibilities include the following. Other duties may be assigned.
Responsible for the integration of CNI Core Competencies into daily functions, including: commitment to integrity, knowledge / quality of work, supporting financial goals of the company, initiative / motivation, cooperation / relationships, problem analysis / discretion, accomplishing goals through organization, positive oral / written communication skills, leadership abilities, commitment to Affirmative Action, reliability / dependability, flexibility and ownership / accountability of actions taken.
Monitors assigned queues, voicemail, website and other incoming communication methods for user requests for support.
Using the Remedy toolset, logs / documents all events, findings, actions and problem resolutions.
Documents all actions taken, and escalates tickets to higher-level support groups as necessary. Participates in maintaining and improving helpdesk standard operating procedures (SOPs).
Resets user passwords, provides desktop support and/or specialized applications support.
Monitors computer systems and operations, as assigned.
Promptly answers help desk phones.
Provides periodic desktop remote control support.
Adheres to standard procedure documentation.
Troubleshoots and resolves issues by applying effective, investigative methods and service desk troubleshooting procedures.
Performs problem diagnosis, problem recognition, research, isolation and resolution.
Plans daily activities within the guidelines of company policy, job description and supervisor’s instruction in such a way as to maximize personal output.
Responsible for keeping own immediate work area in a neat and orderly condition to ensure safety of self and coworkers. Will report any unsafe conditions and/or practices to the appropriate supervisor and human resources. Will immediately correct any unsafe conditions to the best of own ability.
High school diploma or general education degree (GED) required. Must have experience in Windows Operating System and Microsoft Office Suite 2010 or higher. Experience using problem / incident logging tools such as Active Directory, Lotus Notes or Remedy ITSM preferred.
Specific Qualification Requirements
Help Desk Technician – Level II
High School Diploma + 3 years of experience with 1 year Remedy Ticketing System experience
Help Desk Technician – Level I
High School Diploma + 1 year of experience with 6 months Remedy Ticketing System experience
Help Desk Technician – Entry
High School Diploma
JOB SPECIFIC KNOWLEDGE / SKILLS / ABILITIES
Working knowledge of standards in relation to the Remedy ITSM service desk software tool
Working knowledge of Active Directory and Remedy ITSM software
Knowledgeable and skilled in the use of ticketing systems with ability to clearly and concisely log tickets
Understanding of computer, printer, network and other device setup with ability to troubleshoot basic computer hardware / software issues
Excellent verbal and written communications skills with fluency in the English language (other languages welcome)
Excellent customer service skills with ability to use tact in handling difficult individuals and/or situations
Ability to actively listen, ask questions, and evaluate IT related issues
Quick learner with ability to work in a fast-paced, stressful environment
Flexible with ability to work a variety of shift assignments, including overtime and/or during inclement weather conditions
Ability to be reliable and punctual
Ability to work well both individually and in a team environment
CERTIFICATES, LICENSES, REGISTRATION
Help Desk Institute (HDI) certification preferred.
ITIL Foundations certification preferred.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to accurately log incident tickets in Remedy ITSM software. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.