IT Help Desk Specialist (Tier 2)

Description

Responsibilities:

• Respond to requests for technical assistance in person or via remote access.
• Provide technical and administrative support for workstations and PC’s.
• Support users in Microsoft Office products and Google Workspace cloud apps.
• Provide support at each remote location; must have valid drivers license and reliable transportation to facilitate these trips.
• Follow standard help desk procedures. Log all help desk interactions into the ticketing system. 
• Maintain equipment inventory database.
• Installs and coordinates repair of a wide variety of computing devices and peripherals on the desktop and attached to the network.
• Completes and documents technical projects such as the testing of hardware and software products.
• Order new and replacement equipment and supplies in coordination with the Manager of IT.
• Manages equipment inventory and deployment/redeployment. Assist in software deployment.
• Provide feedback to the Manager of IT on equipment replacement requirements.
• Manage and maintain logs of equipment replacement expenses throughout the year.
• Supports and maintains smart phones/mobile devices. 
• Supports VOIP telephone system.
• Maintains departmental organizational units (OU) in active directory.
• Assist in organizing, documenting, and maintaining the CBCHP hardware and software systems.
• Stay current with system information, changes, and updates.
• Work within the boundaries of security best practices and standard operating procedures.
• Available to be on-call as needed to support the Help Desk system and organizational needs.
• Ensure that interactions incorporate CBC values of integrity, partnership, customer focus, communication and quality.
• Demonstrate flexibility and teamwork.
• Responsible for maintaining professional work standards.
• Assists in special projects and work with other IT Department staff members as necessary.

Qualifications

Skills and Qualifications:

• 2 years IT help desk experience
• 2 years experience with Google admin console and Google Workspace including Gmail, Groups, Drive, Docs, Sheets, and other Google cloud apps a must.
• 2 years experience and current knowledge of workstation-related hardware and software.
• 1 years experience working with IT help desk ticketing systems.
• 1 years experience with remote desktop environments including Citrix.
• 1 years experience with remote software, including Team Viewer, LogMeIn, Automate.
• 1 years experience with Microsoft 365 products including Entra ID, Intune, SharePoint Online, Exchange Online, and Teams.
• Knowledge of end user productivity applications such as Adobe Acrobat/Pro and Office Suite perpetual and subscription apps. 
• Advanced proficiency with Windows OS (10/11).
• Extensive experience with Server 2012r2/2019/2022.
• Solid understanding of server administration.
• Proficient knowledge of TCP/IP concepts pertaining to supporting thin clients and workstations in a LAN/WAN environment.
• Advanced proficiency and support of Apple iOS devices for troubleshooting and repairing miscellaneous hardware/ software problems.
• Solid understanding of network architecture, firewalls, end-point protection, and virtualization.
• Proficient in imaging and cloning applications related to workstations, laptops and thin clients.
• Previous support in a healthcare setting is a plus.
• Excellent problem analysis and problem solving skills.
• Excellent communication skills-written and oral.
• Ability and willingness to document processes, technical writing skills.
• Ability to communicate complex technical problems and solutions concisely and professionally to technical and non-technical audiences.
• Highly organized, productive, resourceful, and detail-oriented.
• Ability to work both independently and in a team setting.
• Effectively manage multiple projects.
• Strong supporter of the CBC mission and all of the mental health services offered.

Salary : $52,500 - $57,500