Title: Level 2 Helpdesk Support Professional
Duration: 3-6 months, Temp with potential for permanent conversion
Rate of Pay: $44.70 per hour
FLSA Status: Non-Exempt
Employer: Joint Industry Board of the Electrical Industry
Department: Information Technology Department
Reports to: Help Desk Manager
Location: Flushing Onsite – Monday thru Friday
Vacancy: 1
ITD Helpdesk is seeking a highly skilled Tier 2 level Helpdesk Technician to provide technical support and customer service to our staff members. The ideal candidate will have excellent interpersonal, oral, technical, and written communication skills, as well as the ability to extract information from end-users to resolve network, server, and computer-related hardware/software issues. Reporting to the Help Desk Manager, under general supervision, the Network Support Specialist will be responsible for but not limited to:
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Provide technical support for Windows, Mac OS, iOS, and Android OS, scanners, local and network devices, web, and IP cameras, tablets, printers, Bluetooth devices and more.
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Provide technical support for Virtual PCs, including 10zig workstations connected to Citrix and/or other virtual platforms.
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Create, modify, & close tickets as required using Jira for problem/issue tracking.
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Create documentation for guidance on break/fix issues using confluence.
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Interact, troubleshoot, and navigate within a network and server environment.
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Escalate tickets to System and Network Administrators as needed.
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Provide support and training for Microsoft Office O365 Suite including Word, Excel, Outlook email, calendaring, and delegation.
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Provide Support for Hardware and Software Installation, Maintenance and Licensing.
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Provide support for Maas360 (MDM) via IOS, Android mobile device Management.
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Maintain Security Protections against vulnerabilities via Microsoft patching, application, and firmware updates.
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Provide support for Adobe PDF workflows, Mainframe Clients, AS400, Filemaker and Laserfiche workflows.
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Perform desktop imaging, setups, and deployments.
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Provide conference room meeting projector setup and support including camera, conference phone and virtual meeting technologies.
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Provide hardware or software training and instruction to staff.
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Implement security best practices and comply with data confidentiality and security requirements.
Work Environment & Physical Demands
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General HelpDesk work involves assisting end users in person and/or using specialized tools within the local network to shadow end users for assistance. Mediums of contact include but are not limited to Teams chat, virtual conference calls, email, or phone calls to end users. On occasion this may involve walking or standing for brief periods of time. Otherwise, most office work can be routinely done from the incumbents’ office workstation.
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Must be able to lift up to 40 pounds at times.
- Ability to lift, carry, reach, push, pull, or otherwise move objects, including but not limited to all IT Help Desk Equipment.
Note: This role would require the ability to use/set up computers and peripherals, utilize files/forms/books/filing cabinets. General end-user assistance may require periodic standing, walking, reaching/connecting peripherals under desks, shredding documents, and occasionally lifting boxes containing forms for printing purposes.
Position Type/Expected Hours of Work
This is a Full-Time- Non-Exempt, Temporary onsite position. Days and hours of work are Monday through Friday, 8:30AM-4:30PM. Occasional evening and Saturday coverage for JIB Medical P.C. and other events (generally not exceeding 5:30pm)
Flexibility Must be able to work overtime when necessary.
Travel Occasional local travel may be required for this position.
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CompTIA A+ certification Required; other Microsoft or equivalent certifications a plus.
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2-4 years of experience providing hands-on technical support required.
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Proficient in supporting Microsoft Office products (Word, Excel, Outlook), Microsoft O365 including calendaring and delegation and Adobe Acrobat Required.
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Experience with and knowledge of the command line interface (CMD) for Windows operating systems required.
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Comfortable working with remote support tools to resolve customer issues required.
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Experienced with working in industry standard practices for implementing technology support, issue tracking via ticketing, hardware maintenance and security policies required.
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Proficient with local and network connected scan and printer devices, as well as other peripherals.
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Experience supporting a Mobile Device Management (MDM) solution and working with and knowledge of settings for Apple and Android smartphones required.
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Strong written and verbal communication skills with the ability to translate technical concepts to a non-technical audience required.
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2- 4-year college degree, preferably a B.S. in a technical sciences or equivalent experience.
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Experience partnering cross-functionally with internal experts to resolve issues and identify patterns for client technical requests.
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Proficient at virtual meeting applications (Webex, MS Teams, Zoom, etc.) and on-site meeting/event support.
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Strong interpersonal skills - the ability to support high-profile executives and to provide white-glove meeting/event support, to ensure exceptional customer experience.
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Experience with on-site video conferencing hardware for use in on-site video conferencing meetings/events.
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Outstanding customer service: friendly demeanor, sincere empathy for customer issues and frustrations, highly responsive to support tickets/issues.
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Comfortable working in multiple communication channels simultaneously: email, text, phone calls, team collaboration software.
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Proficient with Microsoft Active Directory Domain Computers and Users, File Server, DNS, Printer Server, Security Group Memberships, Permissions, Remote, Citrix and Virtual Desktops.
Other Duties/Special Projects
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Reasonable Accommodations Statement To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
HIPAA Compliance Required
The Joint Industry Board of the Electrical Industry (JIB) was established in 1943 by the International Brotherhood of Electrical Workers, Local Union No. 3 and employers affiliated with the National Electrical Contractors Association. Its mission is to promote harmony between employees and employers, administer benefits for members and their families and improve competitiveness through progressive management, education, training, and technology.
