Service Desk Technician II

The Service Desk Technician II is responsible for delivering end-to-end support for Heffernan Group employees to ensure smooth operation of hardware and software so that employees (customers) can execute business initiatives. By partnering with employees and technology groups, the Service Desk Technician ensures all incidents are analyzed and resolved within the promised time frames. The Service Desk Technician will receive, prioritize, document, and actively resolve customer Service Desk requests.

Problem resolution may involve the use of diagnostic and request tracking tools. This role will require troubleshooting areas in-person, by phone, through email, chat, and/or remote assistance in a timely fashion, while providing friendly customer service.

• Field incoming requests from customers via telephone, e-mail, and chat in a courteous and personable manner, setting priorities and escalating to an appropriate resource when necessary.
• Document all pertinent customer identification information, including name, department, contact information, and nature of problem or issue.
• Build rapport and elicit problem details from Service Desk customers.
• Prioritize and schedule problems. Escalate problems when appropriate.
• Record, track, and document the Service Desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Use all resources necessary to aid in problem resolution, including vendors’ software updates, drivers, online knowledge resources, and internal resources.
• Identify and learn appropriate software and hardware used and supported by the Heffernan Group.
• Perform hands-on fixes at the desktop OS level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Install software as appropriate.
• Performing preventative maintenance as needed, including checking and cleaning of computers, printers, and peripherals.
• Test fixes to ensure problem has been adequately resolved.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Perform hands-on analysis, diagnosis, and resolution of complex problems for customers, and recommend and implement corrective solutions, including off-site repair as needed.
• Install, configure, test, maintain, monitor, and troubleshoot customer computers and related hardware and software to deliver required desktop service levels.
• Assess the need for and implement performance upgrades as needed.
• Answer to and perform moves, adds, and changes as they are submitted.
• Ensure that physical connections are in proper working order, like networking and peripheral cables.
• Collaboratively maintain an inventory of all monitors, keyboards, hard drives, modems, network cards, and other components and equipment.
• Accurately document instances of equipment or component failure, repair, installation, and removal.
• Special Projects and other duties – as assigned

• Education – High School Diploma/GED required
• Must communicate effectively. Strong service-oriented interpersonal skills are required.
• 2+ years of IT Service Desk experience required.
• Experience in a customer service role, especially relating to technology support, is preferred.
• Exceptional interpersonal skills, with a focus on rapport‑building, listening, and questioning skills – a customer service orientation.
• Experience with LAN/WAN environment.
• Hardware support (Laptops, Docks, Peripherals, Printers)
• Extensive Windows application support experience. Application support experience with Microsoft Office 365 required.
• Working technical knowledge of basic networking protocols and standards, including DNS and DHCP
• Excellent software and hardware troubleshooting experience.
• Technical knowledge of a computer’s internal components and how peripherals.
• Working knowledge of applicable data privacy practices and laws
• Ability to absorb and retain information quickly. Strong ability to document.
• Ability to present ideas and solutions in customer-friendly language
• Analytical and problem‑solving…