PC Helpdesk Technician II

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Job Summary

Located in the viLogics' Ebensburg, PA operation center, this position's responsibilities include assisting Customers with general technical support of computers, applications, network, and Windows-based device technologies. End-user technical support may include

Installs, troubleshoots, and repairs computer systems, hardware, and computer peripherals. Resolves internal user problems and ensures correct operation of personal computers. Maintains parts inventory and logs all service/repair activity. Must perform system setups for new hires. Does require an associate degree or its equivalent. Typically reports to a project leader or supervisor. Possesses a moderate understanding of general aspects of IT in general. Works under moderate supervision. Gaining or has attained full proficiency in a specific area of discipline. Typically requires 1-3 years of related experience, or may need 0 years of experience with additional specialized training and/or certification.

Primary Responsibilities (Essential Functions of the Job)

• Investigate user problems and needs, identify the source, and determine possible solutions.
• Must be able to work in a Call Center environment with timely resolution and follow-up.
• Must be willing to utilize a CRM ticketing system (open, resolve, and escalate tickets).
• Participate in the development, implementation, installation, and testing of applications software.
• Coordinate with development on documenting and resolving identified issues or software bugs that require computer programming changes to resolve.
• Write and maintain system documentation.
• Research, plan, install, configure, troubleshoot, maintain, and upgrade hardware and software applications as needed for external customers and internal staff.
• Install, configure, and upgrade desktop hardware and peripherals to include network cards, printers, modems, mice, scanners, and other technical devices/equipment as necessary.
• Assist or train other Technical Support Technicians as needed to meet deadlines and create a team process.

Knowledge and Skill Requirements

Education - Associate Degree in IT-related field from a technical school or 5-7 years of direct IT field experience.

Experience - 1 to 3 years of experience required depending on the level of technician recruited. Specific knowledge of Computer Hardware, IP Addressing, Office 365, VMware, Cisco, and previous experience in a call center environment is preferred. Experience with ISPs, terminal emulator applications such as PuTTy, and basic routing experience (Eigrp, Hsrp, DMVPN) are beneficial.

Certification/Licensure - Microsoft, VMware, Veeam, Cisco, CompTIA, ITIL, Kaseya

Skills and Abilities

• Must be able to accomplish tasks working as an individual and in a team environment.
• Must be willing to respond to change in a dynamic environment with a positive attitude and a willingness to learn new ways to accomplish work activities and objectives.
• Must demonstrate the ability to meet internal/external customer needs.
• Must be able to maintain security and confidentiality over sensitive customer or business information.
• Must be able to clearly express ideas verbally, graphically, and in writing for professional interaction with customers and co-workers.
• Must possess a valid driver's license with a clean record.
• Must be able to pass a full background check.
• Must be able to pass a drug and alcohol screening.

Working Conditions

Physical Requirements:

Working conditions are for a normal office environment. May require repetitive movement of fingers and pressure on wrists and hands during the use of computer keyboard.

Mental Requirements:

Mental requirements for the position require reading, simple math calculations, multitasking, withstanding moderate amounts of stress, the need to concentrate for extended periods of time, and the ability to balance numerous tasks at one time.

Hours of Operation:

The viLogics is staffed 24 hours a day, 7 days a week, 365 days a year. Shifts will be filled based on tenure and experience. Holiday coverage may be required.

Disclaimer

The information provided in this description has been designed to indicate the general nature and level of work performed by incumbents within this job. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, qualifications, and working conditions required of employees assigned to this job. Management has sole discretion to add or modify duties of the job and to designate other functions as essential at any time. This is not an employment agreement or contract and the employee is considered an “AT-WILL” employee, subject to termination with or without cause or resignation at any time. Qualified employees who require reasonable accommodations to perform the essential functions of the position should notify Human Resources.