IT Helpdesk Operator II

Overview

To provide support to day‑to‑day IT production operations support, and systems and telecommunications support. In addition to the IT Help Desk Operator I duties, the IT Help Desk Operator II has a higher level of experience in Help Desk management and resource coordination. The IT Help Desk Operator II will also help identify Help Desk inefficiencies and will work with IT leadership to improve upon Help Desk work flows and service desk ticket processing.

Supports help desk function with PC troubleshooting, schedules and coordinates conference room support tickets, performs software updates and maintains inventory of PCs, printers, peripherals, network, and other systems hardware. Serves as the first level for desktops, phones, software, and other computer related support to internal customers. Supports in building and rolling out of new PCs, assists in application projects rollout from operations perspective.

Supports other IT Operations staff in coordination and scheduling of resources. Provides administrative support to IT Operations team. Manages and maintains IT asset inventory. Performs IT Operations purchasing duties. Learns IT Operations procedures and troubleshooting techniques from the Director of Network Operations and documents them.

• Answers incoming IT service calls, responds to direct email requests and walk‑up requests from PHC employees.
• Logs incoming request into the IT Service Desk Ticketing system.
• Serves as first tier/level support tech for PC and phone issues, provides prompt support to end users on PC, phone, and other application issues.
• Builds rapport and elicits problem details from help desk customers.
• Prioritizes, schedules, and assigns tickets and work orders within the Service Desk. Escalates requests (when required) to the appropriately experienced technician.
• Records, tracks, and documents the help desk request problem‑solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Performs hands‑on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Performs preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Monitors and maintains IT stock inventory to ensure equipment availability.
• Manages IT asset inventory.
• Provides administrative and clerical assistance to the IT Operations team.
• Prepares purchasing and procurement documentation for IT Operations and serves as secondary resource for IT.
• Performs post‑resolution follow‑ups to help requests.
• Assists in coordination of IT equipment distribution and equipment return.
• Manages and maintains service desk customer satisfaction surveys.
• Manages resource scheduling for all incoming meeting requests requiring Audio / Video support.
• Assists with scheduling New Hire onboarding and inventory tracking.
• Assists IT OPS Business Analyst with Return to Office and Telework deployments.
• Manages small projects associated to the IT Operations Tech OPS Teams.
• Coordinates, schedules and provides reporting of E‑Waste pickups.
• Other duties as assigned.

Secondary Duties and Responsibilities

• Periodically works with IT staff on assigned projects.
• Available by cell phone to assist in coordination of IT outages 24 hours a day / 7 days a week.

Education and Experience

Associate’s or technical degree preferred; candidate must have worked in IT environment for at least three (3) to four (4) years in a similar capacity or experience within a Partnership Health Plan Call Center environment would be highly considered. MS Office proficiency and good phone communication skills required. Familiarity with healthcare IT is a big plus. Familiar with Microsoft Active Directory and User Account Management.

Working knowledge and troubleshooting experience in Windows (10/11) network environments, LAN connectivity, MS Office 365, Anti‑Spam, and Anti‑Virus preferred. Familiar with collaborative technologies (Webex, MS Teams). Minimum of 2 years working experience managing and entering tickets into a service system and/or…