Help Desk Specialist - Eleven Recruiting : Job Details

Position: Help Desk Technician (2nd Level Support)

The Help Desk Technician will provide second-level technical support to internal users, with a focus on resolving escalated issues and supporting executives and users across multiple locations. Working in a PC-only environment and utilizing Jira Service Management, this role is essential in ensuring seamless IT operations. The ideal candidate is experienced in troubleshooting, proactive in solving complex technical issues, and delivers outstanding customer service, particularly when supporting senior leadership.

Key Responsibilities:

• Second-Level Support: Handle escalated technical issues from first-level support, providing in-depth troubleshooting and timely resolution for PC hardware, software, and network issues.
• Executive Support: Provide personalized and priority technical support to executives, ensuring minimal downtime and seamless technology experiences.
• User Support: Offer on-site and remote support for users across various locations, addressing issues related to Windows OS, Microsoft Office, network connectivity, and peripherals.
• Ticket Management: Manage help desk tickets through Jira Service Management, ensuring swift resolution in accordance with SLAs and prioritizing executive and high-priority users.
• Installations & Setups: Deploy and configure PCs, monitors, and peripherals for new users, system upgrades, and office relocations, both for in-office and remote employees.
• System Administration: Assist in managing user accounts, permissions, and security policies within Active Directory and other enterprise systems.
• Documentation: Maintain and update technical documentation, procedures, and knowledge base articles, including detailed notes on troubleshooting steps for complex issues.
• Customer Service: Communicate effectively with users at all levels, providing clear updates and resolutions. Tailor communication style to meet the needs of executives and other stakeholders.
• Collaboration: Work closely with IT colleagues and third-party vendors to resolve more complex infrastructure or application-related issues.

Qualifications:

• Technical Expertise: Proficient in Windows operating systems (Windows 10/11), Microsoft Office Suite, and PC hardware, with a strong ability to troubleshoot and resolve escalated technical issues.
• Experience with Jira: Demonstrated experience with Jira Service Management or similar ticketing systems, managing escalations, and ensuring SLA adherence.
• Executive Support: Previous experience providing dedicated technical support to executive-level users, understanding their unique needs and expectations.
• Multi-location Support: Familiarity with supporting users in different locations, both on-site and remotely, with remote desktop tools.
• Problem-Solving Ability: Strong analytical skills with a demonstrated ability to resolve complex technical issues independently and efficiently.
• Communication Skills: Excellent verbal and written communication skills, particularly in explaining technical issues to non-technical users, including executives.

Preferred Qualifications:

• Certifications: A+ or similar IT certifications are preferred.
• Active Directory: Proficiency in managing user accounts and permissions in Active Directory.
• Remote Support: Experience with remote desktop support tools and techniques for troubleshooting users across multiple locations.
• PC Hardware: Strong understanding of PC hardware and peripherals, including repairs and upgrades.

Education & Experience:

• Education: Associate's degree in Information Technology, Computer Science, or a related field preferred.
• Experience: 2+ years of experience in a help desk or IT support role, specifically in second-level support, executive support, and multi-location environments.