Jobs - Helpdesk Technician II

Helpdesk Technician II

Full-Time, Salaried
Central New York, Rochester, New York

Position Summary:

The Helpdesk Technician II is the first point of escalation when an incident or service request is reported by an end user, but an immediate solution cannot be provided. The Level II Technician is responsible for basic-to-intermediate customer issues, such as hardware/software support, configuration issues, and software installs and will escalate to Helpdesk Technician III when necessary.

Key Responsibilities:

Key responsibilities include, but are not limited to:

  • Install and configure software and hardware for client machines
  • Manage network servers and technology tools
  • Set up accounts and workstations on client machines
  • Develop expertise to train staff on new technologies
  • Build an internal wiki with technical documentation, manuals and IT policies
  • Troubleshoot issues and outages
  • Ensure security through access controls, backups and firewalls
  • Upgrade end-user systems with new releases and models
  • Maintain all local software and hardware licensing to ensure compliance
  • Manage and provisioning of Mobile Devices (Cell Phones, Tablets)
  • Provide period IT Asset stock replenishment requests for fulfillment by Helpdesk Technician I
  • Identify and coordinate existing/future Job/Site/Office technology needs for fulfillment by Helpdesk Technician III

Qualifications & Training:

  • Bachelor’s Degree in Computer Science or Information Technology or equivalent experience/training
  • 2-4 years experience in the IT field
  • Understanding of computer systems, network, infrastructure, etc.
  • Strong communication skills to bridge the technical and non-technical teams
  • Customer service oriented with a problem solving attitude
  • Hands-on experience with Helpdesk and remote controls tools

Job Features

Job CategoryAdministration
EducationBachelor's Degree in Computer Science or Information Technology or equivalent experience/training
Experience2-4 years experience in the IT field

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