JOB TITLE: IT Helpdesk Technician - Level II 

GENERAL INFORMATION

NAME:                 TBD

JOB TITLE:                               IT Helpdesk Technician - Level II

Job Location:                       Frisco, TX

Reporting Area:                    Information Technology

REPORTS TO:                            Director of IT

ASSIGNMENT TYPE:               Full-Time

ASSIGNMENT DURATION:         n/a

WORKING LOCATION:               Corporate Office

RATE OF PAY:                          See Hiring Manager

ROLE PURPOSE

• Create value for clients that will help preserve the company's reputation and business
• Serve as the first point-of-contact for customers seeking technical assistance over the phone or email for issues related to IT (computers and applications)
• Performing incident ticket assignment and dispatch duties to ensure issues are properly dealt with
• Contribute to a continuous improvement culture by noticing incident trends and taking steps to establish solutions to known issues
• Serve as the IT Helpdesk Lead ensuring all helpdesk responsibilities (including people) are functioning at optimal levels
• Provide useful reporting as prescribed by senior management

MAJOR ACCOUNTABILITIES

• An excellent helpdesk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.
• Serve as the first point-of-contact for customers seeking technical assistance over the phone or email for issues related to IT (computers and applications)
• Performing incident ticket assignment and dispatch duties to ensure issues are properly dealt with.
• Contribute to and oversee creation of SOPs, training material, and how-to documentation
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures
• Provide after-hours support (on-call) on a periodic basis

KEY PERFORMANCE INDICATORS (KPI's) / MEASURE OF SUCCESS

• Minimal downtime of operational components related to IT hardware and software
• Minimal impact to business operations where incident/outage occurs
• Significant leveraging of managed service providers to keep systems & operations running optimally
• Demonstrated increase in knowledge & effectiveness when support business systems, applications, and customers

JOB DIMENSION

• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve basic technical issues
• Proficiency in English
• Excellent communication skills
• Customer-oriented and cool-tempered
• Capable of standing firm when IT systems uptime, IT security or IT compliance is at stake
• Strong in attitude & loyalty
• Accountable, Empathetic, and Flexible
• Ability to follow decisions taken (even when not aligned)
• Strong focus on business stability through standardization and compliance

EDUCATION EXPERIENCE

+--------------------------------------+--------------------------------------+ | Education | Essential: | | | | | | High school graduate | | | | | | Desirable: | | | | | | - Professional certification(s) in | | | Microsoft, A+, or other | | | comparable areas related to IT | | | - Associate and/or bachelor's | | | degree | +--------------------------------------+--------------------------------------+ | Experience | Essential | | | | | | - Minimum 3-5 years of | | | professional experience leading | | | helpdesk teams | | | - 2+ years supporting Microsoft | | | Office 365 | | | (administration level) | | | - Experience supporting systems & | | | customers remotely in med to | | | large business environments | | | - Experience interfacing with IT | | | vendors/managed service | | | providers | | | - Proven out-of-the-box thinker | +--------------------------------------+--------------------------------------+ | Language | - Fluency (written and spoken) in | | | English | +--------------------------------------+--------------------------------------+

PROFESSIONAL COMPETENCIES

• WORKING STYLE: High level of personal integrity, and the ability to professionally handle confidential matters and exude the appropriate level of judgment and maturity.  The notion of “not my job” not present in the individual's vocabulary.
• COLLABORATION: Strong ability to handle competing priorities, and seeking consensus when parties have different or even contradicting opinions. Is perceived as a team player.
• CUSTOMER FOCUS: Strong customer focus is required.
• RESULTS FOCUS: Must be able to drive IT projects and related activities based on priority.
• COMMUNICATION: Must be able to present and train teams effectively. Excellent written and verbal communication skills; interpersonal and collaborative skills.

JOB LOCATION: Lubbock, TX 

REPORTING AREA: Information Technology 

REPORTS TO: IT Helpdesk Technician III 

ASSIGNMENT TYPE: Full-Time 

ASSIGNMENT DURATION: n/a 

WORKING LOCATION: Lubbock, TX and surrounding areas 

RATE OF PAY: See Hiring Manager 

ROLE PURPOSE 

• Create value for clients that will help preserve the company's reputation and business 

• Serve as the first point-of-contact for customers seeking technical assistance over the phone or email for issues related to IT (computers and applications) 

• Performing incident ticket assignment and dispatch duties to ensure issues are properly dealt with 

• Contribute to a continuous improvement culture by noticing incident trends and taking steps to establish solutions to known issues 

• Serve as the IT Helpdesk Lead ensuring all helpdesk responsibilities (including people) are functioning at optimal levels 

• Provide useful reporting as prescribed by senior management

MAJOR ACCOUNTABILITIES 

• An excellent helpdesk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers. 

• Serve as the first point-of-contact for customers seeking technical assistance over the phone or email for issues related to IT (computers and applications) 

• Performing incident ticket assignment and dispatch duties to ensure issues are properly dealt with. 

• Contribute to creation of SOPs, training material, and how-to documentation 

• Perform remote and onsite troubleshooting through diagnostic techniques and pertinent questions (primary duties – helpdesk / secondary duties – light field) 

• Determine the best solution based on the issue and details provided by customers 

• Walk the customer through the problem-solving process and/or personally resolve matter on-site 

• Direct unresolved issues to the next level of support personnel 

• Provide accurate information on IT products or services 

• Record events and problems and their resolution in logs 

• Follow-up and update customer status and information 

• Pass on any feedback or suggestions by customers to the appropriate internal team 

• Identify and suggest possible improvements on procedures 

• Provide after-hours support (on-call) on a periodic basis

KEY PERFORMANCE INDICATORS (KPI'S) / MEASURE OF SUCCESS 

• Minimal downtime of operational components related to IT hardware and software 
• Minimal impact to business operations where incident/outage occurs 
• Significant leveraging of managed service providers to keep systems & operations running optimally 
• Demonstrated increase in knowledge & effectiveness when support business systems, applications, and customers

JOB DIMENSION 

• Good understanding of computer systems, mobile devices and other tech products 

• Ability to diagnose and resolve basic technical issues 

• Proficiency in English 

• Excellent communication skills 

• Customer-oriented and cool-tempered 

• Capable of standing firm when IT systems uptime, IT security or IT compliance is at stake 

• Strong in attitude & loyalty 

• Accountable, Empathetic, and Flexible 

• Ability to follow decisions taken (even when not aligned) 

• Strong focus on business stability through standardization and compliance

EDUCATION EXPERIENCE 

+--------------------------------------+--------------------------------------+ | Education  | Essential:  | | | | | | High school graduate  | | | | | | _Desirable: _  | | | | | | - Professional certification(s) in | | | Microsoft, A+, or other | | | comparable areas related to IT  | | | - Associate and/or bachelor's | | | degree   | +--------------------------------------+--------------------------------------+ | Experience  | Essential  | | | | | | - Minimum 5-years of professional | | | experience working as a helpdesk | | | technician  | | | - Mid to Senior level of skills | | | supporting PCs, Point-of-Sale | | | equipment, applications (in | | | general), and Windows operating | | | systems  | | | - Senior level of skills | | | supporting medium to large IT | | | deployment projects  | | | - Experience supporting systems & | | | customers remotely in med to | | | large business environments  | | | - Experience interfacing with IT | | | vendors/managed service | | | providers  | | | - Proven out-of-the-box thinker  | | | | | | Desired  | | | | | | - 7-years of experience supporting | | | the essentials listed above  | +--------------------------------------+--------------------------------------+ | Language  | - Fluency (written and spoken) in | | | English  | +--------------------------------------+--------------------------------------+

PROFESSIONAL COMPETENCIES 

• WORKING STYLE: High level of personal integrity, and the ability to professionally handle confidential matters and exude the appropriate level of judgment and maturity.  The notion of “not my job” not present in the individual's vocabulary. 

• COLLABORATION: Strong ability to handle competing priorities, and seeking consensus when parties have different or even contradicting opinions. Is perceived as a team player. 

• CUSTOMER FOCUS: Strong customer focus is required. 

• RESULTS FOCUS: Must be able to drive IT projects and related activities based on priority.  

• COMMUNICATION: Excellent written and verbal communication skills; interpersonal and collaborative skills.