Help Desk Technician II

Job Title: Help Desk Technician II

FLSA Status: Exempt

Department: Information Technology

Reports to: Quality & Continuous Improvement Specialist

Technical Report to: Global Helpdesk Supervisor

Code: 10142

GENERAL DESCRIPTION / PURPOSE:

The Help Desk Technician II is responsible for providing support for employees' use of IT assets and to provide new technology to promote effective business. This position ensures that technology users can effectively do their job with the hardware and software given to them.

ESSENTIAL JOB FUNCTIONS:

• Maintain all aspects of laptops, desktops and related software.
• Maintain corporate print service/maintenance contracts for the region.
• Respond to global helpdesk tickets as assigned keeping users informed as to progress; updates and closes IT tickets accordingly.
• Co-administrate corporate IT helpdesk ticketing system, assist with assigning tickets.
• Responsible for tasks associated with user onboarding and offboarding (setup laptop, full workstation area)
• Helps create and define procedures for new systems and services offered by the IT team globally.
• Manage all aspects of regional cellular and mobile devices within corporate standards.
• Maintain an up-to-date inventory of IT resources and supplies.
• Serve as a backup to other applications as required.
• Recommend new technology as required.
• Manages consultants/contractors as required for projects.
• Provide technical and procedural assistance to junior members of the team.
• In some cases, will be required to work non-traditional hours to minimize business impact of upgrades or modifications to infrastructure.
• Lead region specific projects and provide resources to larger business wide projects working with senior global team.