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Job Details

Requisition Number 19-0048
Post Date 9/12/2019
Posting Title Help Desk Technician II
City Jacksonville
State FL
Description Service Desk II Job Description
As a Senior Service Desk Analyst, reporting to the Project Manager or Team Leader, your primary responsibility will be to serve as the first tier of support with the client in order to solve incidents and to troubleshoot and to provide above average customer service in order to maximize results on each support incident while also assisting the Team Leader or Project Manager with administrative tasks such as analytics and reporting.
Hours: M-F 3:30pm-12am

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Respond to Service Requests and Incident Reports for end-user computing
• Track and manage problem resolution and escalation management related to end-user computing
• Execute continuous process improvement for delivering desktop services and end-user support services
• New user provisioning and offboarding tasks
• Hardware troubleshooting and support, including new hardware provisioning
• Mobile device troubleshooting and support
• Software support, including installation, configuration, updates, and troubleshooting
• Remote VPN support and client networking support
• Print-fax-scan support
• Employees are responsible for familiarizing themselves with and complying with all Astadia policies, procedures, and standards including those dealing with information security (ISMS). Specifically, employees are also responsible for reporting any Security violations to their site’s Security Coordinator or the Director of Information Security. ISMS training will be provided to new employees and periodically to all employees.
• Assist Sr. Team Lead in leading with analytical audits of tasks.
• Assist Sr. Team Lead with analysis of metrics and data to improve processes and team management
• Run and prepare scheduled reports
• Conduct and improve training for analysts
• Demonstrate accountability and focus as well as be able to adapt to dynamic and fast paced environments.

EDUCATION AND EXPERIENCE:
• Completion of degree in a related field or technical experience equivalent
• Prior troubleshooting and Service Desk / Helpdesk experience in a Corporate environment
• Experience in working in a Managed Service environment a plus
• 2-4 years of prior IT related experience
• IT related certifications (Preferred)
SKILLS, KNOWLEDGE, AND ABILITIES:

• Excellent written and oral communication skills
• Excellent customer service orientation
• Ability to analyze problem situations and present appropriate solutions
• Excellent telephone manner and listening skills
• Superior analytical and troubleshooting skills
• Must work well independently, as well as within a team environment
• Ability to work in an ever-changing, fast-paced environment with extremely demanding deadlines
• High level of comfort with supporting remote users via remote desktop tools
• MS Office applications & Windows applications
• Adobe
• Wireless Device Troubleshooting: iPhone, iPad, Android, Blackberry Wireless, Networking Printer,
Installations
• Administrative and leadership skills
• Active Directory and Windows Server (2008, 2012, 2016) administration
• Web applications and software installations
• Managed Service and ticketing systems (Summit, Service Now, etc.) support
• Network administration, troubleshooting and support
• Comfortability with applying and implementing process improvement and education/training

PHYSICAL REQUIREMENTS/DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

Disclaimer: This document describes the minimum, essential duties, responsibilities, skills, abilities, effort, and working conditions of the position. It in no way implies that these are the only functions to be performed by the incumbent. Workers are required to follow any other job-related instructions and to perform any job-related functions requested by a supervisor or manager. Successful performance requires that the incumbent possess and utilize the abilities and skills described. All functions are subject to reasonable modification to accommodate individuals with disabilities. Some functions may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or others.

ASTADIA IS AN EQUAL OPPORTUNITY EMPLOYER
FEMALES, MINORITIES, VETERANS, DISABLED AND OTHER PROTECTED GROUPS
Requirements See job description
  • Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
  • Please view Equal Employment Opportunity Posters provided by OFCCP here.
  • The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
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