Help Desk Level II

Universal Property & Casualty Insurance
Fort Lauderdale, Florida
Not Specified
Aug 10, 2018
Oct 09, 2018

Help Desk Level II provides guidance, monitors tickets, investigates unresolved issues, troubleshoots configuration issues, performs software installations, and hardware repairs.

Essential Job Functions

  • Leverage knowledge and experience to execute the following troubleshooting solutions when investigating unresolved issues:
  • Diagnostic testing
  • Remote control tools used to assume controls of an employee's system
  • Manage the Ticketing System queue to ensure that all tickets are completed in a timely manner in compliance with our SLA's
  • Generate status report and submit to the Help Desk Coordinator each Friday
  • Maintain advanced knowledge of fundamental operations of relevant software, hardware and other equipment
  • Timely escalation via email and verbal of unresolved incidents/requests to the proper level or application/systems support teams as needed

Basic tasks are defined as the following

  • Advanced administration and basic troubleshooting of Active Directory
  • Advanced administration and basic troubleshooting of Office 365
  • Advanced administration of other systems as assigned, trained or mentored by senior members of the team or instructed in special training sessions
  • Identify and escalate situations requiring urgent attention
  • Stay current with system information changes and updates
  • Knowledge of relevant call tracking applications
  • Contact vendors to place orders
  • Administer, configure and provide Level I troubleshooting for telephone system
  • Help end users with printer setup and basic printing troubleshooting needs
  • Assist end users with minor corporate assigned mobile devices issues, setup and configuration
  • Work on data center hardware/software issues on an assigned or as needed basis
  • Manages/updates the supply inventory
  • Support remote and traveling users via remote login and phone
  • Prepares computers/workstations with all of the necessary hardware and software component, and creates user accounts (as needed)
  • Imaging and deployment of computers
  • Support the operation and setup of the workstations, printers, servers and network
  • Monitoring of Anti-Virus System (Sophos)
  • Monitoring System Alerts (Solarwinds)
  • Support the operation of computer peripherals such as scanners, faxes, switches, wireless routers and mobile devices
  • Document re-occurring problems and identify the root cause to find solutions
  • Regular and reliable attendance
  • Work on-call on an as needed basis
  • Other duties as assigned

Skills, Experience and Requirements

  • Excellent oral and written communication skills
  • Ability to prioritize and quickly resolve issues
  • Desire to acquire a deeper technical understanding
  • Customer service orientated at all times
  • Problem-solver
  • Proactive
  • Team-player
  • Organized and detailed oriented
  • Works well in a fast-paced task driven environment
  • 3+ years minimum experience
  • Network+ Certification Mandatory
  • High School degree I GED required

Other Skills/Abilities

  • Comply with the following "On-Call" department policy:
  • Assigned technicians are expected to be on call to provide support to the workforce on their assigned rotating shift after hours and weekends.
  • While the expectation is that one can perform the vast majority of the support remotely, all On-Call Technicians are required to be able to provide on-location support within a response time of one hour or less.
  • Exception: If a Department has designated an assigned day or holiday.
  • Maintain access to a laptop, MiFi and cellphone at all times during the coverage period

Benefit Highlights

  • Medical, dental and vision insurance (post 60-day probationary period)
  • 401(k) Retirement Plan with a Company match up to 5% of your contribution and match are fully-vested (post 90-day probationary period)
  • Paid vacation (post 90-day probationary period)

Universal Property & Casualty Insurance Co. is an Equal Opportunity Employer.

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