Help Desk II

Helpdesk Support Specialist II Job Responsibilities:

End User Support

1. Utilizes corporate resources to investigate, diagnose, resolve, and document support requests and/or issues from users.
2. Utilizes corporate reporting/ticketing system to thoroughly record and track requests/issues from outset to their resolution, while maintaining communication with the requestor(s) as necessary.
3. Uses experience, knowledge, and research to troubleshoot and resolve incidents. Determines root causes of observed trends and/or repeated incidents.
4. Escalates issues/incidents to appropriate area(s), as needed, for timely resolution.
5. Maintains awareness of overall network and systems availability.
6. Analyzes end user’s needs to provide recommendations related to most appropriate and efficient use of technology required to accomplish user’s tasks.
7. Provides input and recommendations on technological changes based on observations of user and organizational needs.
8. Recommends long-term solutions based on applied knowledge of computer software, hardware, and procedures; incident research; collaboration with peers/team members to recommend long-term solutions.
9. Ensures cyber safety protocols and procedures are followed. Reports potentially risky/unsafe conditions or behavior.
10. Assists with infrastructure backup and restore procedures according to provided instructions and IT business practices.

Asset Management and Support

1. Maintains and updates user device tracking and inventory information for all UMOS technology hardware equipment and software.
2. Install software, computer systems, and peripheral equipment.
3. Assists in implementing automated tasks to reduce manual installation, configuration, and maintenance needs.
4. Ensures use of technology hardware, software, and cloud services are used and configured following appropriate organization and cyber safety practices.
5. Maintains high level of technical knowledge through interactions with other IT personnel, vendors, technical resources, and training.
6. Assist with software and hardware testing to evaluate ease of use and effectiveness for user needs.

 General

1. Reviews and revises technical and user documentation, processes, and procedures.
2. Prepares written and electronic reports, correspondence, and other documents as needed.
3. Maintains confidentiality of network users, data, lists, rights, and permissions.
4. Attends meetings, conferences, and other workshops as assigned, performs special projects and other related duties as assigned.

 Helpdesk Support Specialist II Job Qualifications:

1. AA Degree in Computer Science, Data Processing or equivalent combination of education, training, and work experience.
2. Three or more years of delivering user system support including but not limited to: Windows 10/11, Microsoft Active Directory, Microsoft Entra (Azure) AD, Office 2019/365, Microsoft Intune, audio, and video conferencing technologies (e.g., Zoom, Teams).
3. Industry recognized IT Support Certifications a plus.
4. Advanced knowledge of company supported software and user hardware including desktops, notebooks, IOS tablets/phones, and peripherals.
5. Working knowledge of IP based enterprise networks.
6. Manual dexterity necessary to operate computer keyboard and to install system hardware
7. Physical strength to move and set up multiple user system workstations and peripherals.
8. Able to work with confidential information. Demonstrated ability, through experience or education, to work independently and in a team environment, to analyze and understand detailed information.
9. Bilingual (Spanish) a plus.
10. Must have and maintain a valid Wisconsin driver’s license and reliable transportation for travel to and from remote UMOS locations and for the transportation of PCs and peripherals. 

Work Environment, Physical, and Sensory Demands:

The 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 will be considered to enable individuals with disabilities to perform the essential functions.

Physical Demands:

1. While performing the duties of this job, the employees is required to communicate or listen.
2. Frequently required to stand and sit.
3. The employee is occasionally required to walk; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.
4. The employee must frequently lift and/or move up to 15 pounds and occasionally lift and/or move up to 50 pounds.
5. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.
6. The employee is occasionally required to drive.
7. The employee is frequently exposed to moderate temperature generally encountered in a controlled or uncontrolled temperature environment.
8. The employee is exposed to moderate noise levels depending on type of equipment use.
9. Repetition motion of the hands & fingers.

Tools & Equipment Used:

While performing the duties of this job, the employee is regularly required to use typical office equipment including, but not limited to phones, computer systems, fax machine, copy machine.

Usage varies by position. 

Additional Eligibility Requirements:

Employment with UMOS is contingent upon successful completion of a criminal background check prior to employment. 

UMOS is an equal opportunity Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.