HELP DESK ENGINEER

Description

Help Desk Engineer Updated 03-10-2022

FLSA Classification: Non-Exempt

Company Profile:

Starting as a typewriter company in Chickasha, OK in 1934 to everything that has followed since, Standley Systems is committed to supporting businesses with the technology tools and resources needed to grow and thrive in todays fast-changing world.

As Standley Systems has evolved over the years to provide a more holistic approach to each client environment, we have expanded our team and resources to provide business technology solutions in two key areas: Technology Services and Managed Services.

At Standley Systems we were born here, raised here and continue to grow here. We are deeply invested in the health and well-being of our state and understand a strong business base is critical to maintaining a strong economy. Standley means Oklahoma.

Oklahoma is more than our home base. It is our home. As we continue to work alongside our business clients to keep Oklahomas business wheels turning, we will continue to invest our time, resources, and talent to support community partners and cheer on countless organizations committed to making Oklahoma a great place to worship, live, work and play.

Position Profile:

Standley Systems is looking for someone with a positive attitude, who can provide excellent customer service as a Help Desk Technician, Tier 2. This position provides phone support for clients with technical and functional assistance. This position will report directly to the IT Service Manager.

Requirements:

• Effectively communicate with team members & customers with excellent verbal and written communication skills

• Highly Organized, detail oriented and self-motivated with Strong customer relationship skills
• Willingness and commitment to ongoing learning and self-development
• Understanding of networking fundamentals and troubleshooting, including ISP Equipment, Firewalls and Switches
• Strong Working knowledge of PCs, Servers, VMs, VLANs, MFPs and Email
• Strong experience with Windows OS and Microsoft Office Products
• Administration of Microsoft 365 Users, groups, forwarding
• Active Directory management
• Group Policy creation, modification, troubleshooting
• Create and adjust Fortigate, Meraki, Sophos (or similar) firewall policies
• Ability to manage firewall port forwarding, licensing, filtering
• Excellent troubleshooting skills for Operating Systems and Network issues
• Maintain high CSAT score and exceed customer expectations for SLAs (Service Level Agreement)
• Minimum of 7 years previous technical support related experience
• Good driving record, valid drivers license, and proof of insurance

Primary Responsibilities:

• Serve as second-level support for all Workstation, Server, Network and Software related issues.
• Configure and install equipment
• Use advanced troubleshooting techniques to resolve complex problems using available tools
• Courteously obtain and convey concise problem information for internal service personnel
• Solve problems in Windows & Mac platforms with equal proficiency
• Maintain in-depth knowledge of Standley Systems supported products and services
• Assist with Identifying available solutions to enhance and improve support delivered to customers
• Review and update Help Desk documentation as needed

Recommendations:

• A , Net , Server , MS-100, MS-101 Certifications strongly recommended
• 7 years experience in support

Qualifications

Physical Requirements

The physical demands described here are representative of those that must be met 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 stand, sit, talk, hear, reach, stoop, kneel, and use hands and fingers to operate a computer and telephone keyboard
• Specific vision abilities required by this job include close vision requirements due to computer work
• Light to moderate lifting may be required
• Regular, predictable attendance is required

According to the Unity Bill, safety-sensitive jobs are those with tasks or duties the employer reasonably believes could affect the safety and health of the employee and others, such as but not limited to:

• Operation of a motor vehicle, other vehicle, equipment, machinery, or power tools.

Because this job is safety-sensitive, medical marijuana license-holders who test positive for marijuana will not be qualified for the position. This job meets the requirements of a safety-sensitive position according to the Unity Bill.

Standley Systems employees often visit both federal and tribal properties to conduct company business. Therefore, our organization will also adhere to applicable federal laws and not allow the use of medical marijuana by all employees.

Help Desk Engineer

I have read this job description and I completely understand all my job duties and responsibilities. I am able to perform the essential functions as outlined with or without reasonable accommodation. I understand that this list is not all inclusive but subject to change by management.

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