Help Desk Technician II

Rock Hill, South Carolina | June 8, 2018

Purpose of the job:

This position provides user support and customer service on company supported computer applications and platforms. Troubleshoots problems and advises on appropriate action

Key Accountabilities:

Supports end users in ERP system hardware, software, and administrative work at location.   Includes, but not limited to password resets, troubleshooting hardware/software issues, set up new users, verify permission needs, and training

Responds to requests for technical assistance in person, via phone, or electronically

Diagnose and resolves technical hardware and software issues

Installs, services, and supports company computer equipment as needed by users

Installs and troubleshoots software programs deemed approved for company use

Research questions using available information resources and advises users of options

Follows standardized help desk procedures

Logs all help desk interactions

Administers help desk software

Identifies and escalates situations requiring urgent attention and redirects as necessary

Tracks and routes problems and requests and documents resolutions

Creates and updates self-help documents so end users can resolve problems themselves

Performs network administrator functions such as establishing user accounts, phone system setup, and email setup

Performs regular server maintenance as directed by the Global Network Administrator

Configure and support company-used cell phones

Assists with configuration and troubleshooting of print issues

Stays current with system information, changes, and updates

Maintains accurate inventory of company assets (i.e. computers, monitors, printers, cell phones, etc.)

Knowledge, skills, and experience:

Minimum qualification required:

This position requires a Bachelor’s degree (B.A. or B.S.) from an accredited four-year college and 5+ years of related experience. Relevant certifications will be considered

Knowledge/experience required beyond minimum qualification:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions