Service Desk Specialist II

The Service DeskTechnicianIIis an information technology (IT) professional who helps users resolve issues with computer hardware or software. They respond to user inquiries assess problems and issues with IT equipment and applications and help resolve these issues for users.They also work closely with other IT department personnel toprovide assistanceontasks that are outside the scope of their knowledge orexpertise.

Service DeskTechnicians need to balance creative and technical problem-solving customer service and collaboration to ensure that personnel throughout the organization can access andutilizethe software and resources they need for work.

SPECIFIC RESPONSIBILITIES:

• Field Incoming Help Requests -One of the main duties of a Service DeskTechnicianis to handle incoming queries and help requests from end users either via email or over the phone. They take detailed notes of the problem the user is experiencingdeterminesteps they can take to resolve the issue and manage the flow of incoming support requests. This involves asking questions todeterminethe full scope of the users issue.

• Resolve IT Support Requests -If possible Service DeskTechnicians directly resolve user technical issues as they arrive. This can involve remotely accessing the users computer and making changes to their system and other cases the Service DeskTechnicianwalks the user through steps they can take to resolve the issue on their own. Forrelatively simpleissues the Service DeskTechniciancan quickly devise a solution to the problem without the IT department taking further action.

• Escalate Advanced Cases-Service DeskTechnicians escalate user support requests to higher-level ITTechnicians if they are unable to resolve the issue on their own. They provide supervisors orTechnicians with notesregardingthe problem steps they have already taken to resolve the issue and their diagnosis of the users problem. For particularly complex cases the Service DeskTechnicianmay receivethe users hardware so that ITTechnicians can conduct analyses anddeterminehow to fix the problem.

• Maintain Service Records-Throughout the user support process Service DeskTechniciansmaintaindetailed records of user issues with software and hardware.These notes can help diagnose and repair complex issuesand alsoprovide IT departments with data regarding recurring issues and problems reported by multiple users.Bymaintainingdetailed records the Service DeskTechniciancan also look at a users history of software or hardware issues and make recommendations to prevent future problems.

• Perform System Testing and Updates-Support users by performing system tests and updates after they complete their troubleshooting and necessary repairs. This helps to prevent future issues and service interruptions and ensures that troubleshooting and updates have not caused problems elsewhere within the system.Assistusers through update and installation processes for software and peripherals.

• Maintain IT Documentation-Support department-wide operations by creating editing andmaintainingIT documents. This can include FAQ documents for users that detail common issues and how to resolve them without opening a help desk ticket department documents that outline standard operating procedures and practices and help sheets that can be distributed throughout the organization.

• Maintain IT Hardware Inventory -Service DeskTechnicians document all IT Hardware in organizations inventory software as well as the hardwares location.Maintains storage of surplus stock anddisposesof retiredhardware ofbased on organizations policies.

• User Account Administration -Createappropriate accountsfornew usersaccording to departmental procedures and guidelinesestablishedin Network Account Eligibility Policy.Use Active Directory and other client customizedapplicationfor user account provision and de-provisioning.Maintains a permanent list of all HIPAA-related user accounts ensuring these logins are never reused.Audits user accounts every90 daysper policy.Assistsusers with password resets and verifies identities by using secure methods.

• Onboarding / Offboarding Users -Prepare accounts login instructions hardware and desk setups for new hires and affiliates.Performs IT orientation for New Hires.Removes access and hardware after employees andaffiliateslast day of work.

• Other -Attends meetings training classes and serves on committees as assigned.Maintains all work areas in an organized manner to facilitate the smooth function of the entire department.Maintains a high standard of ethics abiding by departmental procedures and respecting confidential information encounteredin the course ofthe position.

This role description is a general description of the essential job functions.It is not intended to describe all the duties theService Desk Technicianmay perform.

SPECIFIED SKILLS

• TECHNICAL

• Requires intimate knowledge of Windows 10 and Office 365 products basic knowledge of networking and active directory.

PHYSICAL DEMANDS

• Frequently movescomputerequipment weighing up to 50 pounds acrosscampusandtosatellite locations.

• Frequentlypositions self toinstall computerequipmentincluding under desks.

• Constantlyoperatesa computer.

EDUCATION AND EXPERIENCE

• MINIMUM QUALIFICATIONS:Any combination of education and/or experience equivalent to a four-year degree in computer science or information systems managementand a minimum of2 years of experience; ORAssociatedegree in computer related field and a minimum of4years experience.

REQUIRED LICENSES:

• This position is categorized as a designated driver position and requires use of a MAHEC-owned or other vehicle to conduct MAHEC business on a regularly scheduled basis (e.g.daily weeklyor forwork essential for the employees job).