Helpdesk Technician II

Job-ID: 16192; Location(s): McPherson, KS 

Job Description Summary

The Helpdesk Technician II is responsible for providing Tier 2 support for Information Technology related items by answering questions or resolving problems in person, via telephone or from a remote location.  Assists Tier 1 teammates via escalated issues, tickets, guides and teaching them proper procedures.  Provides training & technical assistance to end users as needed.  Monitors and upgrades existing systems. Determines user specifications for hardware and software.  Assists Network and System Administrators with implementation of special projects.

What you'll do:

User Support Analysis

• Mentors, trains and assists Tier 1 Helpdesk Technicians as needed via escalated issues and tickets.
• Ability to learn and utilize Lean Six Sigma as a continuous improvement methodology to eliminate waste, improve accuracy and build quality into processes and solutions 
• Responds to telephone calls, emails and personnel requests for technical support; identifies, researches, and resolves technical problems; ensures timely resolution and follow-up.
• Provides mentoring and guidance to staff regarding work procedures, technical issues, work priorities, and special requests from customers. 
• Diagnoses calls to determine level of technical assistance required; if unable to resolve problems, transfers call in accordance with escalation procedures.
• Provides support for all user IT related issues; work with available resources to provide effective solutions, break/fix and problem resolution. 
• Trains users in the proper use of hardware and software as necessary.
• Documents technical and non-technical solutions and processes.
• Creates, updates and deletes Active Directory objects and permissions.
• Maintains IT equipment database.
• Assists Network and Systems Administrators with projects and implementations.
• Performs Active Directory & SAP password resets as needed.
• Responsible for daily operational tasks related to system and data backups at all facilities.

New Equipment Installations 

• Installs and performs minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.
• Sets up equipment for employee use, performing or ensuring proper installation of cable, operating systems, and appropriate software.
• Assists in deployment of server and networking equipment

Other

• Attends meetings as required and/or assigned.
• Performs other duties as required and/or assigned

Special Job Dimensions

• Travel up to 25% of the time.
• On call - will be required to work flexible hours (including after hours and weekends) and in an on-call rotation to provide back-up and emergency support; it is important to provide wrap-around service in order to keep all systems functional.

What we're looking for:

Knowledge, Skills and Abilities

• Strong interpersonal/customer service skills
• Ability to work under the pressure of and meet deadlines
• Effectively operate within a dynamic multi-tasking environment 
• Knowledge of computer solutions including Microsoft Windows Server, Microsoft Windows, Microsoft Office, Helpdesk ticketing systems and understanding networking systems
• Demonstrated knowledge using and troubleshooting various applications such as Microsoft Word, Excel, Access, Outlook, and Web based applications
• Knowledge of functions and use of computer and peripheral hardware 
• Knowledge of on-line monitoring and diagnostic resources 
• Excellent verbal and written communication skills 
• Good organizational skills
• Ability to know your audience and communicate with all levels of the organization
• Ability to configure Outlook/Exchange and solve Outlook configuration issues such as permissions, views, calendar sharing, email rules, data migration, etc.
• Ability to read and understand technical manuals and procedural documentation
• Experience and proficiency in leading and managing projects
• Demonstrated proficiency as a self-motivated professional
• Ability to use discretion in the handling of confidential data
• Demonstrated ability to understand and adhere to proper change control policies and practices
• Ability to listen, assess and respond to urgent issues
• Ability to perform with superior service, reflecting a positive company image while sustaining a positive attitude with those you interact with; always going above and beyond to help others out, regardless of their position or department
• Ability to adhere to the highest standards of quality while continually performing at the highest possible level

Education, Certification/License & Work Experience

• Associates Degree in Computer Science or related discipline preferred
• 3-5 years of related experience Desktop Support role
• Comp TIA A+ Certification, required
• Comp TIA Network+ Certification, preferred
• Microsoft MCITP: Windows 7 or Windows 10, required
• Microsoft Office Specialist (MOS) Certification, preferred

Equivalent combinations of education and experience may be considered.

Wondering if you should apply? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Viega, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but don’t check every box in the qualifications section, we encourage you to apply anyway. You may be just the right candidate for this or other positions we have in the future.

Your contact person:

Johnathan Nuthall  -  John.Nuthall@viega.us - +1 (620) 798-9059