Service Desk Technician II Monday through Friday 3:30 pm to 12:00 am As a Service Desk Technician II, reporting to the Project Manager or Team Leader, your primary responsibility will be to serve as the second tier of support with the dealers on open orders to solve incidents and to troubleshoot and to provide above average customer service in order to maximize results on each support incident while also assisting the Team Leader or Project Manager with administrative tasks such as analytics and reporting. ESSENTIAL DUTIES AND RESPONSIBILITIES: · The Service Desk Technician II will research and resolve the issue with the end user. · The Service Desk Technician II should be able to resolve the issue themselves or refer the issue to appropriate technical support for assistance or resolution. · The Service Desk Technician II is expected to work on an issue within two hours, resolve and close the Work Center incident ticket or escalate the issues. · The Service Desk Technician II will coach the Tier 1 analysts for knowledge transfer of issue that can be resolved at the lower level. · New dealer setups and terminations. · Back-up of a Tier 1 analyst of their administration duties when he or she is not in the office. · Back-up to the Publisher / Trainer position when he or she is not in the office · Back- up of team’s manager when the manager is not in the office. Additional duties include but not limited to: · The Service Desk Technician II may be assigned various administration tasks such as reporting outages, updated the knowledge base, processing invoices, training new help desk analysts, coaching, quality reviewing Tier 1 Work Center incidents, supporting short term projects, testing, and researching and routing complex issues to the correct technical support contacts. · The Service Desk Technician II is also expected to pick up Tier 1 overflow calls in the queue when working Tier 2. KNOWLEDGE, AND ABILITIES • Completion of degree in a related field or technical experience equivalent • Prior troubleshooting and Service Desk / Helpdesk experience in a Corporate environment • Experience in working in a Managed Service environment a plus • 2-4 years of prior IT related experience • IT related certifications (Preferred) SKILLS REQUIRED FOR THE POSITION • Assist Sr. Team Lead in leading with analytical audits of tasks. • Assist Sr. Team Lead with analysis of metrics and data to improve processes and team management • Run and prepare scheduled reports • Excellent customer service orientation • Ability to analyze problem situations and present appropriate solutions • Excellent telephone manner and listening skills • Superior analytical and troubleshooting skills • Must work well independently, as well as within a team environment • Ability to work in an ever-changing, fast-paced environment with extremely demanding deadlines • High level of comfort with supporting remote users via remote desktop tools • MS Office applications & Windows applications • Adobe • Wireless Device Troubleshooting: iPhone, iPad, Android, Blackberry Wireless, Networking Printer, Installations • Administrative and leadership skills • Active Directory and Windows Server (2008, 2012, 2016) administration • Web applications and software installations • Managed Service and ticketing systems (Summit, Service Now, etc.) support • Network administration, troubleshooting and support • Comfortability with applying and implementing process improvement and education/training EDUCATION AND EXPERIENCE: • Completion of degree or diploma course or currently enrolled in a technical school or job equivalent experience. • Prior IT troubleshooting experience • 1-2 years of prior experience LOCATION/WORKING ENVIRONMENT · This job works out of our Jacksonville Headquarters CORPORATE CULTURE AND VALUES Astadia’s foundation for our success is our corporate culture, based on our values and principles. These include the highest level of commitment to integrity, quality, performance and teamwork. These are not just words. We not only assess and evaluate all employees on performance, but on how they live up to our core values and principles. Astadia is committed to continual development of our employees that allows future growth and career advancement to provide the means for a long-term career. We need great people to do great things! PHYSICAL REQUIREMENTS/DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. Disclaimer: This document describes the minimum, essential duties, responsibilities, skills, abilities, effort, and working conditions of the position. It in no way implies that these are the only functions to be performed by the incumbent. Workers are required to follow any other job-related instructions and to perform any job-related functions requested by a supervisor or manager. Successful performance requires that the incumbent possess and utilize the abilities and skills described. All functions are subject to reasonable modification to accommodate individuals with disabilities. Some functions may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or others. ASTADIA IS AN EQUAL OPPORTUNITY EMPLOYER FEMALES, MINORITIES, VETERANS, DISABLED AND OTHER PROTECTED GROUPS Job Type: Full-time
