What are the responsibilities and job description for the Helpdesk Level II Support Technician position at American Info Systems, LLC?
Title: Helpdesk Level II/III Support Technician
Position Type: Full-time with Benefits
Schedule: Monday – Friday 8:30AM – 5:30PM (1-hour unpaid lunch)
Location: Midtown Manhattan
Experience Level: Minimum 3 years’ experience in IT or related field
Compensation: Please provide Compensation Requirements
American Info Systems, LLC (AIS) is a full-service technology firm specializing in the strategic planning, execution, and support of information technology for Enterprise & Small to Midsized businesses. AIS provides effective and efficient solutions for financial medical and legal practices requiring strategic solutions for today's marketplace.
OVERVIEW:
The Helpdesk Level II/III Support Technician will be responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, and determines and implement solutions. This individual will be responsible for responding to End User requests and issues remotely but may require emergency dispatch.
Junior Cloud Engineering/System Administration experience working with AZURE and Office 365 is essential in this role.
Helpdesk Level II/III Support Technician:
- Normal Scheduled Days/Hours: Monday-Friday 8:30AM - 5:30PM with a 1-hour unpaid lunch. Overtime may be required to ensure completion of a ticket.
- Overtime will be paid after 40 hours worked per week.
- Support End Client environment as well as AIS Office Personnel
- Always promote a professional IT image.
- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
- Respond to queries either in over the phone.
- Logging all help desk calls or email requests into Problem Reporting System and updating problem profiles.
- Follow up with customers to ensure issue has been resolved.
- If problems within the scope of this agreement cannot be resolved by the Helpdesk Technician, they will be escalated to the Engineering staff (others) for resolution.
- Documentation and Training
- Write training material both technical and end user documentation as required.
- Train computer users
- Promoting effective use of technology
- Problem Solving
- Respond to email messages for customers seeking help.
- Ask questions to determine nature of the problem.
- Remote into End User Workstations for problem resolution
- Investigating causes, testing solutions, and putting solutions into place
- Run diagnostic programs to resolve problems.
- Supporting issues with Microsoft Office & Windows
- Supporting issues with Remote Access
- Resolve technical problems with Local Area Networks (LAN)
- Complete requests for password resets, user login issues, etc.
- Maintenance
- Maintain daily performance of computer systems.
- Install, modify, and repair computer hardware and software.
- Clean up computers.
- Patching systems and software
- Trend Analysis
- Watching for trends that indicate potential problems.
- Working to eliminate recurring problems.
- Resolve technical problems with Wide Area Networks (WAN), Firewalls, VPNs, and other network systems (associated with industry standard Desktop Technician skill set and does not include System Administrator experience/knowledge base).
