IT Helpdesk Tier 2

Scope:
Service Desk Analyst, Responsible for support of all IHA standard end-user hardware and

software as well as printers, phone system, and other IT-related technology

resources. Responsible for configuration and installation of new IT assets

IT Help Desk Tier Tier 2+ Qualifications

• Bachelor’s degree in Information Technology, Computer Science or related field required.
• Microsoft and ITIL certifications, preferred.
• Four years of experience may be considered in lieu of education. At least three years of experience as a Help Desk Technician, End User Support Administrator, or similar role with Level II experience preferred.
• At least two years of experience supporting Microsoft Suite of technologies including Windows 10/11 and Microsoft 365 preferred.
• Experience with onboarding and providing basic IT training to newly hired staff and off-boarding exiting staff, required.
• Experience with imaging and provisioning new devices, including MDT, Clone Zilla, and Intune, as well as supporting UCaaS collaboration tools and supporting telecom equipment and services, such as soft phones, desk phones, and video conferencing equipment, required.
• Ability to troubleshoot a wide range of technical problems including, but not limited to, software applications, operating systems and basic networking troubleshooting, as well as supporting printers, copiers and MFPs, required.
• Strong knowledge of common security regulations and guidelines, in addition to working within an environment subject to PCI and HIPAA and basic scripting knowledge, such as Power Shell, required.
• Excellent verbal and written communication skills, including the ability to explain technical concepts in non-technical terms to ensure staff understanding.
• Ability to organize work, prioritize tasks, and meet deadlines, in addition to problem-solving and being resourceful.
• Availability outside of working hours to resolve emergency issues promptly.