Tier 2 Desktop Support Health Dialog

To provide a full range of desk side support to the location and to function as the eyes, ears, and hands of the central IT function. This position is vital to all employees, as well as the Health Coaches at this center being able to take calls to help our clients’ members.

Accountabilities and Activities:

• Tier 2 Phone support to remote users and remote sites
• Monitor call queues for break/fix and request calls
o Monitor closed calls to be sure that satisfactory resolutions are being provided
• Inventory, ordering, asset control
o Monitor parts and PC inventory
o Ensure that all assets are labeled and entered into asset database
o Infra requests and notify Manager to order needed inventory
• Development and maintenance of current site documentation
o Site Manual â€" Hard Copy and Online
• Point of contact for escalated calls
o Provide customer service resolutions or status for inquires or service escalations
• Coordinate monthly moves
o Point of contact and desktop coordinator for the assigned to site
• Procedure documentation
o Create and maintain documentation for Desktop procedures in coordination with other regional desktop groups
• Represent Desktop group at weekly status meetings
o Attend weekly status meetings
o Provide recap of pertinent information to team members and manager
o Provide meeting attendees with information on any desktop issues
• Provide feedback to Help Desk Manager on level 1 technicians
• Provide feedback to Help Desk Manager on level 2 junior technicians
• Assist on call resolutions, for other sites, as time allows
o When time permits, work on overflow of break/fix or request calls from any of the other desktop call queues
Other duties as assigned by the Director IT Infrastructure and Technical Support

Qualifications, Training and Experience:

• BS or equivalent in MIS or related technical field. Certificates in A+ or MCSE desirable

Judgment Skills:

• Extremely good phone support skills.
• Advanced troubleshooting skills for desktops and laptops, O/S software, office suites, email as well as remote user support, VPN. In depth knowledge of network protocols. Excellent customer service skills. Self-motivated and multitasking.
• Project management, excellent written communication and presentation skills, and new technology evaluation.

Freedom of Action:

This position should be able to perform daily tasks and identify problems independently, but with frequent consultation with the Director IT Infrastructure and Technical Support as well as the Site Director.

The position will have a large degree of freedom to improve organization of their own site and will have opportunities to contribute to the whole Tier II team in project groups and documentation.

Dimensions:

This position is responsible for receiving all IT purchases to the site and for maintaining the accuracy of the inventory there.

Environment:

The position will involve working in a call center environment as well as at times in the server room and telecom closet. The applicant should be able to lift and move 70 lbs as racking servers and swapping UPS batteries is within the scope of responsibilities.

• Responsible for understanding and complying with all company policies that are applicable to their job function and participate in mandatory training in a timely manner