Helpdesk Technician II CO

Midtec, Inc. - Broomfield, CO (30+ days ago)


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.

JOB DESCRIPTION DETAILS

User Support Analysis

Mentors, trains and assists Tier 1 Helpdesk Technicians as needed via escalated issues and tickets.

Responds to telephone calls, emails and personnel requests for technical support; identifies, researches, and resolves technical problems; ensures timely resolution and follow-up.

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.

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.

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.

REQUIRED QUALIFICATIONS

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 on-line monitoring and diagnostic resources

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.

Experience and proficiency in leading and managing projects

Demonstrated ability to understand and adhere to proper change control policies and practices

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