What are the responsibilities and job description for the Help Desk Technician position at The Palace Group?
Luxury Senior Living Communities
In Coral Gables, Kendall & Homestead
Is looking for
Help Desk Technician
for its
Palace Group
10850 SW 113th Place Miami, FL 33176
The #1 Priority of this position is…
To provide active support to internal users during their day-to-day use of technology. Responsible for managing desktops, laptops, mobile devices, desk phones, Wi-Fi phones, minor networking issues, user accounts, logins, Digital signage, audio-visual equipment, printers, copiers and other general systems within all Palace buildings.
Essential Duties & Responsibilities
- Help Desk ticket response and MAC (Move/Add/Change) request fulfillment
- Maintenance of the hardware inventory system
- Review and respond to inquiries from internal users of different operational teams. Determine user requirements. Identify and diagnose problems with hardware, software or configuration of equipment and make repairs or recommend changes to hardware and/or software to resolve problems.
- Perform monthly building rounds that consist of workstation, monitor, UPS inspection, data closets and wire management.
- Troubleshoot and maintain VMS, access control and Audio-Visual equipment in working order, troubleshoots, and repairs with assistance of external vendor.
- Communicate with systems vendors for escalation of issues and follow up until resolution
- Assist in creating technical documents for implementations, break-fix solutions, etc.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Attend and participate in a variety of meetings to integrate activities, communicate issues, obtain approvals, resolve problems and maintain specific level of knowledge pertaining to new developments, requirements and policies.
- Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
- Perform regularly scheduled training sessions with users on all technologies
- Maintain work area in a clean and orderly condition.
Qualifications/Competencies
- Associate degree- required. Bachelor’s degree in computer and/or engineering field, or related field preferred.
- A , Network , Server , MCSA certifications preferred.
- Must possess two years’ experience in a related field.
- Must possess proficiency in Windows Operating systems, Microsoft Office 365 and general Microsoft platform technologies
- Must have experience with Microsoft Active Directory and supporting technologies (policy, preferences, etc.)
- Must have a clear understanding of networking concepts such as DNS, DHCP, Email, HTTP(s) and TCP/IP protocols and applications.
- Must have practical knowledge with network patching, tracing, terminating, testing, and creating Cat6 patch cables using (T568B) standards.
- Must have excellent communication skills and customer service attitude and problem-solving skills
- Must be detail oriented with strong analytical skills and have the ability to learn IT concepts, systems and troubleshooting skills with ease.
- Must have the ability to work successfully within a team with limited supervision.
- Ability to speak effectively before groups of users, especially in as a computer instructor setting.
Any previous experience working with or knowledge of the following systems and technologies is a big plus:
- Experience with Cisco’s Unified Communication and Cisco Unity
- Experience with DUO and AZURE MFA, SSO, Office 365 Administration on the cloud
- Experience with Oracle Symphony POS Administration and Troubleshooting
- Experience with Mobile Device Management (MDM) via Cisco Meraki Systems Manager
- Experience with Sysaid Ticketing System
- Knowledge of Windows OS deployment and methodologies and maintaining system Images in: WDS/SCCM
The Ideal Candidate
- Must be organized and detail-oriented, work well with people, prioritize tasks, helpful and friendly, patient, and flexible.
- Willingness to work flexible shifts and some nights, weekends & holidays in case of emergencies or rare occasions of major system upgrades/updates.
- Ability to explain complex IT concepts in simple terms.
- Self-motivated with a competitive spirit, a strong work ethic and the ability to work independently AND as a team member.
This position offers:
- Competitive salary commensurate with experience
- Medical, Dental and Vision Coverage
- Generous Paid Time Off (PTO)
- Plus other benefits and perks such as free daily lunch
- Annual bonus based on company performance
#ZR
