John W. Danforth Company

Heldesk Technician II

Location: Albany, NY

Position Summary:

The Helpdesk Technician II is the first point of escalation when an incident or service request is reported by an end-user, but an immediate solution cannot be provided. The Level II Technician is responsible for basic-to-intermediate customer issues, such as hardware/software support, configuration issues, and software installs, and will escalate to Helpdesk Technician III when necessary.

Key Responsibilities:

Key responsibilities include, but are not limited to:

  • Install and configure software and hardware for client machines
  • Manage network servers and technology tools
  • Set up accounts and workstations on client machines
  • Develop expertise to train staff on new technologies
  • Build an internal wiki with technical documentation, manuals, and IT policies
  • Troubleshoot issues and outages
  • Ensure security through access controls, backups and firewalls
  • Upgrade end-user systems with new releases and models
  • Maintain all local software and hardware licensing to ensure compliance
  • Manage and provisioning of Mobile Devices (Cell Phones, Tablets)
  • Provide period IT Asset stock replenishment requests for fulfillment by Helpdesk Technician I
  • Identify & coordinate existing/future Job Site/Office technology needs for fulfillment by Helpdesk Technician III

Experience & Requirements:

  • Bachelor’s Degree in Computer Science or Information Technology, or equivalent experience/training
  • 2-4 years experience in the IT field
  • Understanding of computer systems, networks, infrastructure, etc.
  • Strong communication skills to bridge the technical and non-technical teams
  • Customer service oriented with a problem solving attitude
  • Hands-on experience with helpdesk and remote control tools

Note: Please be sure to include your resume as an attachment to the email.
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