Under direct supervision, responds to and diagnoses problems through discussion with users. Includes problem recognition, research, isolation and resolution steps. Typically resolves moderately issues as well as those escalated by Helpdesk Technician I staff. Escalates more complex problems and those requiring special training or special subject matter expertise to more senior level staff or vendors.
May involve use of problem management database and help desk systems. Provides technology support for users primarily in the areas of Scientific and Web-based applications, as well as Back-Office Applications, Desktop workstations, Laptops and Printers. Specializes in a limited set of supported technologies, which may include Linux, Microsoft Servers or storage management, but generally not all of these for a single individual.
The Helpdesk Support Technician II will use a trouble ticketing system to retrieve work from a queue as well as to document procedures used to resolve customer issues. The position is expected to escalate complex issues to an IT Support Engineer, or supervisor as required. The incumbent will serve in an on-call rotation, but may escalate issues to senior staff. This role will be expected to perform routine meeting setup and takedown.
Associate’s Degree in a relevant course of study plus four years of experience working with the organization’s IT Application Portfolio or six years of experience working with the organization’s IT Application Portfolio. An in-depth knowledge of current Microsoft Windows and Mac workstation configurations as well as a general understanding of troubleshooting technical issues at the physical, network and application layers will be required.
Basic understanding of networking technologies in Microsoft and Apple platforms as well as familiarity with CIFS/SMB and Microsoft DFS. Requires familiarity with Microsoft Office, including Outlook.
Valuable, but not required, skills include familiarity with Linux System Administration, Linux file permissions and integrating Linux in a Windows environment, familiarity with Apache/Tomcat, bash shell, familiarity with NFS, and familiarity with a commonly available Linux editor such as VI.