As a valued member of our team, Help Desk Support Specialist II is responsible for providing technical support to end-users by responding to requests via phone, email, or a ticketing system. This role involves troubleshooting and resolving basic computer, application, system, device, access, or performance issues, utilizing established processes and procedures to document, track, and resolve reported problems, and meeting operational service levels and standards.
Pay: $28.00-$34.00 per hour based on experience.
Position Type/Expected Hours of Work:
This is a full-time position. Days and hours of work are Monday through Friday, 8:30 a.m. to 5 p.m. Occasional evening and weekend work may be required as job duties demand.
Benefits
PPO/HMO Health Insurance, Medical, Dental, Vision, Life
PTO (Paid Time Off)
401k Retirement Plan
Overtime pay
Direct Deposit
Employee Assistance Program
Essential Functions:
Respond to end-user requests for technical assistance through various channels, including phone, email, and ticketing systems.
Troubleshoot and resolve basic technical issues related to computers, applications, systems, devices, access, and performance.
Utilize established processes and procedures to document, track, and resolve reported problems.
Provide clear instructions and guidance to users on resolving and avoiding future issues.
Escalate unresolved problems to appropriate levels or teams to achieve resolution.
Ensure timely follow-up on escalated issues to maintain service level agreements.
Assist with the installation or upgrade of software and devices.
Set up user profiles and reset passwords as necessary.
Provide support for software and device configurations.
Meet all service level standards for response time and quality of service.
Ensure customer satisfaction by delivering prompt and effective solutions.
Maintain a high level of professionalism and customer service in all interactions.
Maintain accurate and detailed records of support activities, solutions provided, and customer interactions.
Generate reports on common issues and trends to help improve support processes and user experiences.
Utilize hand and power tools to repair/assemble equipment.
Physical capability to perform tasks such as climbing ladders and lifts.
Work closely with other IT team members to resolve complex issues and improve support processes.
Performs other job duties as assigned by Management.
Non-Essential Duties:
Assist with general administrative tasks such as filing and or data entry.
Assist with inventory management and ordering supplies.
Stay updated on new technologies, software, and best practices in technical support.
Participate in training and development opportunities to enhance skills and knowledge.
Core Competencies:
Demonstrates strong technical skills in troubleshooting and resolving hardware, software, and network issues.
Provides exceptional customer service, ensuring user satisfaction with each interaction.
Communicates effectively and empathetically with users to understand their needs and provide appropriate solutions.
Exhibits strong analytical and problem-solving skills to diagnose and resolve technical issues efficiently.
Uses critical thinking to identify root causes and implement effective solutions.
Possesses excellent verbal and written communication skills to convey technical information clearly to non-technical users.
Listens actively and provides clear instructions to users for resolving issues.
Manages multiple tasks and priorities effectively, ensuring timely resolution of user requests.
Demonstrates the ability to work under pressure and meet deadlines in a fast-paced environment.
Works well within a team, sharing knowledge and supporting colleagues to achieve common goals.
Collaborates with other IT staff and departments to resolve complex issues and improve processes.
Demonstrates willingness to learn and embrace new technologies and methodologies.
Pays close attention to detail when documenting issues, solutions, and user interactions.
Ensures accuracy and completeness in all support-related documentation and reporting.
Reliable and consistent in performing job duties, maintaining a high level of attendance and punctuality.
Demonstrates a strong sense of responsibility and commitment to providing high-quality support.
Takes proactive steps to identify and address potential issues before they impact users.
Seeks opportunities for continuous improvement in support processes and user experiences.
Upholds the highest standards of integrity and confidentiality in handling user information and company resources.
Use of hand and power tools to repair/assemble equipment.
Physical capability to perform tasks such as climbing ladders and lifts.
Adheres to organizational policies and procedures, ensuring compliance with all relevant regulations and standards
Travel Required:
Requires a valid Class C driver’s license. This position is required to travel to other local plants and locations up to 40% of time and travel overnight up to 15% of the time.
Preferred Education and Experience
Bachelor’s degree in Information Technology, Computer Science or related field.
CompTIA A+, Network+ or Microsoft Certified: Modern Desktop Administrator Associate
2+ years of experience in a technical support role, help desk, or IT support position.
Experience in troubleshooting and resolving a variety of hardware, software, and network issues.
Demonstrated experience in providing excellent customer service and technical support to end-users.
Experience in handling and resolving user complaints or issues efficiently and professionally.
Proficiency in using support ticketing systems, remote desktop tools, and other IT support software.
Experience in installing, configuring, and maintaining software applications and hardware devices.
Experience with electrical principles, circuits, components, and safety.
Knowledge of BI tools such as Crystal Reports.
Knowledge of structured cabling systems.
Knowledge of VMware, Citrix, and Firewalls.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Physical Demands and Work Environment
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. This job operates in a professional office environment. This role routinely uses standard office equipment such as laptop computers, smartphones, photocopiers, filing cabinets and scanners. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this job, the employee is regularly required to talk or hear. Specific vision abilities required by this job include close vision and ability to adjust focus. This would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary. Prolonged periods sitting at a desk and working on a computer. Must be able to lift up to 50 pounds at times. Must be able to climb concrete plants to perform IT related tasks such as installing and/or adjusting Security Cameras, install or troubleshoot Wireless Access Points, or simply run wires.
This Organization Participates in E-Verify
Esta Organizacion Participa en E-Verify
Bristol Management Services, Inc. is an EEO/AA (equal opportunity/affirmative action) company and does not discriminate on the basis of race, color, religion, religious creed, sex, sexual orientation, gender identity or expression, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, marital or familial status, military or veteran status, or any other characteristic protected by under federal, state or local law in the programs or activities which it operates.
Bristol Management Services, Inc. es una compañía EEO/AA (igualdad de oportunidades/acción afirmativa) y no discrimina por motivos de raza, color, religión, credo religioso, sexo, orientación sexual, identidad o expresión de género, origen nacional, ascendencia, edad, condición física odiscapacidad mental, condición médica, información genética, estado civil o familiar, estado militar o de veterano, o cualquier otra característica protegida por la ley federal, estatal o local en los programas o actividades que opera.