Help Desk Technician II

At Everus, employees come first. We provide great pay, benefits and growth opportunities to more than 9,000 highly skilled team members across the country who are united by the common goal of safely Building America's Future. We take great pride in the work our employees do each day, which drives our success as one of the Top 12 largest specialty contractors in the nation, and we will ensure you have the tools, training and opportunities for a successful career.

We look forward to having you on the team!

Provides first-level and second-level service desk IT support for personal computer and mobile equipment, operating system software, and company-standard desktop applications for Everus and its operating companies. Resolves complex technical issues. Assists with system maintenance and escalates unresolved issues.

Responsible for understanding, upholding, and promoting the Everus 4

EVER Strategy.
Employees | Value | Execution | Relationships

• Requires knowledge of information technology concepts at a level normally acquired through the completion of a two-year degree in computer science, information technology or related field; and
• Four years' experience supporting company standard hardware and software, including but not limited to mobile devices, laptops, tablets, desktops, and peripherals.

• Works Help Desk established schedules including overtime hours as required and time periods that extend beyond the normal helpdesk business hours, Monday through Friday.
• Assists help desk technician I in best practices, troubleshooting and customer service.
• Troubleshoots and resolves computer, application, system, device, access, or performance issues associated with company standard personal computer hardware and software for the employees of Everus, including its operating companies.
• Uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards.
• Escalates issues to appropriate teams or help desk supervisor, as needed, and works to provide resolution while maintaining call ownership to ensure incidents have been addressed.
• Prioritizes support requests in line with business priorities.
• Documents incidents and resolutions for future reference.
• Develops and maintains appropriate documentation to be used for training and as a reference when key personnel are absent.
• Prepares reports as directed by management to monitor and manage the Help Desk function.
• Installs, configures, and upgrades company standard personal computer hardware and software to operate in a standalone or networked environment at local and remote company locations, such as personal computers and associated peripheral equipment, Microsoft Windows operating systems, Office products and related software applications.
• Performs other tasks and special projects as assigned.

• Ability to adapt and balance the needs of Everus and its operating companies with distinct technology requirements.
• Excellent problem-solving skills.
• Knowledge and hands-on experience in customer service practices, including effective communication, problem solving, and maintaining customer satisfaction.
• Understanding customer needs and consistently applying best practices to enhance the overall customer experience.
• Engages in continuous technical training to stay current with the latest advancements in technology, as well as new products and services.
• Effective verbal and written communication and instruction skills.
• Solid understand and technical skills related to computer networks, hardware and Windows operating systems.
• Ability to establish and maintain effective relationships with clients from all levels in the corporation.
• Good interpersonal skills with the ability to work as a team.
• Ability to adapt and respond positively to challenges in a fast-paced environment.
• Ability to effectively work with highly specialized IT professionals to deliver support services to Everus and its operating companies.

• CompTIA A+ and Microsoft Certified Desktop Support Technician (MCDST) certifications preferred.