Help Desk Technician II

As Help Desk Technician, you will have the opportunity to help internal customers with their computer issues and will help Starboard Cruise Services build a great corporate culture. All Help Desk Technicians are expected to participate in learning new technologies and career development opportunities as presented to progress to higher level positions within the IT organization. The person who fills this role will provide desktop support about 70% of the time and should also expect to work on projects and make the needed changes to improve the infrastructure of the organization.

Grow beyond supporting team members.

The successful Help Desk Technician will be responsible for utilizing his/her/their skills to aid the operations team in resolving technical problems. This position is the first level of support and becomes the voice and face of the IT department. You will be an integral part of deployments and migrations. You will aid in our continued digital transformation. You will work with IoT devices.

The ideal candidate is innovative and possesses great problem solving and analytical skills. The Helpdesk Technician must be comfortable and confident working on Windows systems and familiar with fundamental Windows Server patching and administration. Must have strong knowledge of operating system and networking fundamentals. You have knowledge of at least one high-level scripting language (Power Shell, Python, Bash). You have experience operating systems and diagnosing and resolving complex problems.

You pay attention to detail and solve problems at their root.

• Monitor s help desk queue for new requests (including help desk voice mail and email)
• Process es help desk requests in a timely manner adhering to defined incident/request/problem ticket SLA’s.
• Maintain a hig h level of customer service by resolving complaints, managing customer follow up and contacts and providing proactive updates to customers.
• Serves as liaison between end-users and technical staff to communicate issues, problems, and questions
• Attend s weekly meetings with 24x7 service desk vendor to review tickets, execution and provide feedback
• Analyze s operational procedures and recommends improvements
• Create s and leverage help desk reports to demonstrate performance against SLA’s

• Maintain s systems, applications, security, and network configurations including but not limited to:
• Troubleshooting Tier 1 network & system performance issues
• Documenting system components, configurations and procedures
• Assists security and server analysts to deploy updates and patches
• Research patches, updates and solutions for computer issues, both hardware and software
• Ensures full/incremental backups are successfully completed- report issues to technical analyst for investigation
• Manages backup tape daily rotation/off site process
• Support s AV configurations for large department and company meetings
• Images and deploys user hardware –PC, MAC, Phone, peripherals, etc.
• Provide s staff cross-training as appropriate
• Image and Deploy user hardware –PC, MAC, Phone, peripherals, etc.
• Provide staf f cross-training as appropriate

• Maintain s inventory and monitors status of PCs, MAC, laptops, tablets, iPhone, iPads, desk phone, printers, and other equipment
• Recommend s new equipment purchases when necessary- monitors and manages minimum quantities for consumables and peripherals
• Ensure s customers awareness of policies and best practices for all supported software and assets – desk phone, VM, PC, mobile devices, One Drive, FTP, email, encryption
• Perform s other work-related duties as assigned by manager

• 5+ years of help desk support experience
• 5+ years of experience with help desk systems.
• MCP, A+ or other computer certification is required
• Knowledge of Service Now system is a plus.
• Knowl edge of PC hardware:
  Dell PCs and laptops
• Knowledge of PC Software:
  Microsoft 11 / MacOS, Microsoft Office
• Knowledge of networking protocols:
  Ether…