Level 2 Helpdesk Technician

Position: Level 2 Helpdesk Technician

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Summary

The Level 2 Helpdesk Technician generally handles break/fix, configuration issues, troubleshooting, software installations, hardware repair (including in-house repair or coordinating tech bench services). The Level 2 Helpdesk Technician is responsible for handling escalated issues that the Level 1 Helpdesk Technician was not equipped to handle. Level 2 Helpdesk Technicians will sometimes escalate to Level 3 Helpdesk Technicians, depending on the issue. A Level 2 Helpdesk Technician will be authorized to research and implement fixes for all new client related issues and only escalate to Level 3, if it is out of their skill set or ability to resolve.

*Essential Duties and Responsibilities
include the following (Other duties may be assigned):*

• Answers client calls and emails and provides remote technical support (i.e. troubleshooting, repairs).
• Resolves hardware, software and network related problems for clients.
• Performs follow-up calls to clients with completed tickets to ensure client satisfaction with RCS services.
• Assists primary technicians and client managers with some office network installations and assists in maintaining network security infrastructure if needed.
• Performs network troubleshooting to isolate and diagnose common network problems for clients.
• Installs upgrades, configures network printing, performs password resets and assists clients with their rights, security, software and files and services issues.
• Responds to needs and questions of clients concerning access of computer and network resources.
• Installs and tests necessary software and hardware for clients.
• Assists other helpdesk technicians (level 1 & level 3), primary technicians (level 1, 2 and 3) and client managers with issues they are experiencing while in the office and helps them resolve problems they may be having with their clients.
• Assists in conducting in-house technical maintenance on all employee computers and peripherals and may be asked to assist in setting up new client equipment or repairing client equipment in the tech bench.
• Monitors the new ticket queue to make sure all tickets are being followed up.
• Helps in conducting project research as necessary for primary technicians and client managers.
• Works in the tech bench setting up new systems and repairing broken systems for clients, as well as assisting in imaging new machines for clients.

*Competencies
To perform the job successfully, an individual must demonstrate the following competencies:*

• Analytical - Synthesizes complex or diverse information; Collects and researches data.
• Attendance/Punctuality - Arrives at meetings and appointments on time.
• Client Service - Responds promptly to client needs; Solicits client feedback to improve service; Responds to requests for service and assistance; Meets commitments; Ensures on-going client satisfaction.
• Communication - Demonstrates effective verbal and written communication skills.
• Presentation - Demonstrates excellent individual and group presentation skills.
• Dependability - Follows instructions, responds to management direction: Takes responsibility for own actions.
• Ethics - Keeps commitments, upholds organizational values and supports and follows company policies and procedures.
• Innovation - Finds innovative ways to deal with challenges and resolve problems.
• Planning/Organizing - Uses time efficiently. Sets goals and objectives.
• Problem Solving - Identifies and resolves problems in a timely manner. Gathers and analyzes information skillfully. Develops alternative solutions.
• Quality - Demonstrates accuracy and thoroughness. Monitors own work to ensure quality.
• Quantity - Meets productivity standards. Completes work in timely manner. Strives to increase productivity.
• Reasoning Ability - Able to define problems, collect data, establish facts, and draw valid conclusions. Can interpret an extensive variety of technical instructions and deal with several abstract and concrete variables.
• Teamwork - Exhibits objectivity and openness to others' views. Supports everyone's efforts to succeed.
• Technical Skills - Pursues training and development opportunities. Strives to continuously build knowledge and skills.

Experience and Education

Associates Degree (A.A.) in Computer Science or equivalent from a 2 year college or technical school is preferred.

• Minimum 2 year experience providing IT support to clients (previous level 1 or 2 helpdesk technician experience preferred).
• Excellent oral and written communications required to be able to explain in detail to client the issues they are experiencing.
• Hardware/software knowledge and troubleshooting experience.
• Experience providing backup and server solutions is preferred but not necessary.

Computer Skills
Microsoft Operating Systems, some networking, software and hardware knowledge, remote desktop support (screen connect, RDP, etc.) and Active Directory.

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is frequently required to use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to walk. The employee is required to drive to and from client locations. The employee is required to lift up to 50 lbs.

Other

• A valid California Driver’s License and proof of valid automobile insurance in instances where it could be required to visit a client site for assistance in technical needs.
• A Live Scan background check will be completed upon hire and can be administered at any time during employment.

Job Type: Full-time

Pay: $20.00 - $25.00 per hour

Expected hours: 40 per week

Schedule:

• 8 hour shift
• Monday to Friday
• Weekends as needed

Ability to Relocate:

• Upland, CA 91786: Relocate before starting work (Required)

Work Location: In person

Salary : $20 - $25