Helpdesk Technician Level 2Essential Duties- Responding efficiently and professionally to queries on the phone, via email, in person, or through remote access.
- Offering technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software.
- Onboarding users with basic training, complete device setups, and making any appropriate adjustments to improve the efficiencies of the onboarding process.
- Training while authoring and maintaining technical guides for other fellow team members on troubleshooting and diagnosing problems to improve team efficiency and knowledge sharing.
- Fosters relationships with the team and our customers gathering feedback to improve the timeliness and quality of our responses reporting any roadblocks that may impede that success.
- Maintains a proactive response in monitoring and releasing legitimate quarantined email communication. Whitelisting appropriately.
- Observes bottlenecks and patterns of systemic issues by analyzing common complaints and problems to recommend process improvements and any relevant hardware or software upgrades or updates.
- Maintaining and acquiring new technical knowledge in computer administration and maintenance best practices with a focus on streamlining daily activities while enhancing security.
- Coordinating activities for staff status changes including maintaining an accurate account of these changes on all systems, collaborating with other internal support teams, and updating access control accordingly.
- Assigns ticketing priorities, coordinates, and collaborates with peers on ticket completion.
Qualifications - A degree in computer science or comparable certification with work experience in IT
- Minimum certifications: COMPTIA A+ or similar
- Office365 administrative experience
- Ability to multitask and meet deadlines while working under pressure.
- A strong working knowledge of computer systems, hardware, and software.
- Good problem-solving, analytical, and team-working skills.
- Excellent communication and interpersonal skills.
- An openness to learning new technologies.
Compensation Range: $27.45/hr - $42.55/hr Work culture matters at 5A. We offer a comprehensive benefits package with a medical coverage option as low as $5 with free dental HMO, vision, life insurance, AD&D and disability insurance. We offer a 401k with an annual match up to 3%, annual performance reviews with up to 4% merit (6% for direct service providers), plus annual retention stipends. We offer team building retreats, wellness incentive, 12 paid holidays and flexible work schedules, including remote options for identified positions.