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Level 2 Helpdesk Technician

Location

Rosemont, Ill.

Status

EXEMPT

Reports To

Information Technology Manager

Overview

The Level 2 Helpdesk Technician reports to the Information Technology Manager and as directed by the Information Technology Manager, delivers quality customer service to AAOMS employees. The Level 2 Helpdesk Technician serves as a 2nd Level to the Helpdesk/Audiovisual Technician and resolves all appropriate tickets in a timely manner. The Level 2 Helpdesk Technician will be able to provide troubleshooting and problem resolution services to staff calling the IT Help Desk for assistance. The Level 2 Helpdesk Technician uses documented processes and procedures to execute required duties and requires a minimum of supervision and assistance. The Level 2 Helpdesk Technician also helps create/modify processes and procedures to effectively operate the IT Help Desk. Superior customer service and phone skills are required.

Office open with most staff currently working 3 days per week in the office and 2 days per week working remotely.

Qualifications

Education and Training: An Associates Degree or Vocational Training in Computer Science/MIS from an accredited college, university or vocational program or equivalent experience. 

Work Experience: Minimum of 3 years technical experience. 

Skills and Abilities: 

  • Extremely detail oriented
  • Superior customer service and verbal communication skills
  • Excellent written communications skills
  • Superior ability to prioritize and organize tasks
  • Advanced working knowledge of the Windows and Mac OS operating systems
  • Ability to learn new skills quickly
  • Diagnostic and problem resolution
  • Superior inter-personal and team interaction skills
  • Excellent analytical and problem-solving skills
  • Strong technical aptitude
  • Self-motivated and goal-oriented with a track record of achievement
  • Microsoft 365 and Cloud Experience a must
  • Knowledge of Backup and Restore a plus
  • Networking knowledge a plus 
Key Accountabilities
  • Serve as Level 2 for IT Helpdesk tickets. Resolve all tickets that Level 1 Helpdesk Technician escalates and all tickets within scope. Document issues thoroughly and completely in the IT Help Desk system and assign to applicable problem category
  • Serve as backup to Helpdesk/Audiovisual Technician for tickets and pending tasks when they are not available – on PTO, doing A/V for OIEI, etc.
  • Monitor AAOMS server events and backup jobs and report issues and possible resolutions to Information Technology Manager
  • Assess urgency of issues, prioritize, and take appropriate steps toward resolution or escalation
  • Keep all assigned non-ticket tasks up to date in Planner within Teams, along with resolution dates for each task
  • Responsible for imaging and building workstations and laptops
  • Responsible for keeping the VM used for the deployment image patched and up to date at all times, and also keeping image always up to date on thumb drives
  • Assist with telecommunications support using VOIP and the Nextiva application.
  • Responsible for patching of user machines and servers
  • Responsible for Group Policy updates, maintenance, and deployment
  • Responsible for Active Directory user changes, maintenance, and general housekeeping
  • Responsible for Meraki Wireless user access
  • Assist in support for Audiovisual equipment in the OMS Institute for Education and Innovation. Backup to the Helpdesk/Audiovisual person for facility classes. May require assisting during the work week and some weekends
  • Working knowledge of mobile device technologies and OS
  • Responsible for printer maintenance and troubleshooting including print server and print queues, and toner inventory
  • Within Windows and OSX environments, perform troubleshooting tasks and resolve issues
  • Provide end user training, including developing training modules, scheduling, and conducting training sessions
  • Responsible for the development and maintenance of all end user Desktop FAQs and “How To” articles
  • Escalate network/technical issues to Information Technology Manager, and provide sufficient information to maintain continuity to assist with troubleshooting and problem resolution
  • Provide proactive communication and notification to users of pending or upcoming problems, outages, or other service issues
  • Provide friendly, courteous service to all users
  • Adhere to AAOMS policies and procedures
  • Ensure all tasks are performed with a high level of customer service and satisfaction
  • Provide technical support and assist with registration at the Annual Meeting and Dental Implant Conference (some travel required). 
  • Performs other similar or related duties as requested or assigned by the CFO/AED

NOTE: Position requires some off-hours and weekend work to support the OMS Institute for Innovation and Education.