Title: Level II Helpdesk Technician

Location: ELK GROVE, California

Duration: 6 months CTH Role (Full time Temp to perm Role OR Contract to Hire)

Rate: $20.00 hourly

Required Skills

Job Description

Our client is looking for a Level 2 Helpdesk Technician for a position in Elk Grove, CA.

Position Summary: Under the direction of the supervisor of the Service Desk, the PC Systems Administrator/Analyst provides tier one phone and in-person support to users for e-mail, connectivity, networking, operating system, and application issues, and will be responsible for generating support tickets, troubleshooting advanced IT related problems and escalating trouble tickets as necessary to specialized staff for resolution. The PC Systems Analyst will also participate in project-based work such as computer operating systems upgrades, enterprise application installations, and must be effective in interpersonal communication and problem solving.

Position Responsibilities- Other duties may be assigned:

Provide exceptional customer service to all users

Interact with employees at a technical and non-technical level

Provide strong Tier I-II support for the service desk support team

Analyze/troubleshoot all levels of desktop, general application, and network issues

Document, track and monitor technical issues to ensure timely resolution

Provide timely and thorough input for regular status reporting

Provide remote and onsite computer hardware and software setup, repair, upgrading, and troubleshooting support

Manage and troubleshoot both on-prem and cloud-based Active Directory services and Office 365 environments, including user account management, group policies and permissions

Assist with maintaining master software repositories for hardware drivers/firmware, OS and application patches, and software updates

Perform basic maintenance and troubleshooting on printers and multifunctioning copiers

Assist with developing processes and procedures that outline how incidents, requests and problems are identified, preserved in a knowledgebase, escalated, and actioned

Respond to inquiries and requests for assistance from end users via telephone, email , chat and ticketing system

Maintain a customer satisfaction measure of 96.5% or higher each period

Maintain a service desk ticket closure rate at 96% or higher

Position Requirements:

Experience managing a Microsoft Domain Users, Windows OS, Apple MacOS, VMware

Experience with an ITIL service management software: ZoHo ServiceDesk, Atlassian Suite, SMAX

Experience supporting users in an Office 365 organization

80% - Support daily business operations and work from a helpdesk system responding to and resolving tickets, account management, filesystem, groups and user permissions

15% - Document processes, procedures, and configuration settings for business continuity and disaster recovery

5% - All other duties as assigned by supervisor

Strong customer service skills

Excellent oral and communication skills (client-facing)

Demonstrate the ability to work in a fast-paced environment while balancing multiple priorities

In depth knowledge of the Microsoft and Apple ecosystems

Applied knowledge/understanding of ITIL support processes and methodologies, incident management, change control management, problem management

A pro-active mind-set with a focus on constant improvement and follow through at all levels

Strong technical problem-solving skills

Ability to take ownership of issues, work independently or escalate as needed, and find creative ways to resolve problems

Attention to detail with the ability to document procedures accurately

Perform other duties and special projects as required or assigned