It Level Ii Help Desk

Job Description
Position Summary:
The Help DeskLevel II technician's role is to provide technical software, hardware and network problem resolution to all computer users by performing question/problem diagnosis and guiding users through step-by-step solutions in a call center environment; clearly communicate technical solutions in a user-friendly, professional manner; provide one-on-one end-user training as needed; assist network/system technicians; troubleshoot network/system issues; pass more complex end-user problems on to network/system technicians; conduct hardware and software inventory database maintenance and reporting; and perform related work as required.
Responsibilities:

• Work with associates to understand technology requirements and identify effective/expedient solutions.
• Provide excellent customer service to users.
• Identify, diagnose and resolve level one problems with hardware, software, network, the internet and new computer technology in a call center environment; communicates solutions to end-users.
• Delivers, sets up and assists in the configuration of end-user PC desktop hardware, software and peripherals.
• Diagnoses and resolves end-user network or local device problems, PC hardware, e-mail, internet, VPN and local-area network access problems.
• Coordinates timely repair of computer equipment covered by third-party vendor maintenance agreements.
• Utilize the Help Desk system to record work on each support call.
• Comply with all written and stated company ethics and safety policies and procedures.
• Report all unsafe and unethical violations to immediate supervisor, or Human Resources.
• Back up and support other department team members as necessary.

Location Description
Remington is a dynamic, growing, independent hotel management company with over 40 years of experience in the hospitality business. Providing top quality service in the areas of property management and condominium hotel management, Remington's track record of success demonstrates a unique understanding of the hotel business in all phases of the economic cycle. Our culture across these disciplines is centered on achieving results. At Remington, we believe that our people are the ultimate source of our competitive advantage.
Requirements
Requirements:

• Comply with all written and stated company ethics and safety policies and procedures.
• Report all unsafe and unethical violations to immediate supervisor, or Human Resources.
• Back up and support other department team members as necessary.
• Three years providing end-user phone support, installing, upgrading, troubleshooting and repairing computer equipment in a network environment.
• Certifications:
  
  • CompTIA A+ or equivalent
• Strong customer service orientation. (More important than technical prowess)
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Adept at reading, writing, and interpreting technical documentation and procedure manuals.
• Ability to conduct research into hardware and software issues and products as required.
• Ability to present ideas and solutions in user-friendly language.
• Highly self-motivated and a self-starter.
• Keen attention to detail.
• Skilled at working within a team-oriented, collaborative environment.
• Strong interpersonal and oral communication skills.
• Ability to communicate with immediate supervisor and other team members in order to receive/direct all work instructions and express any questions or concerns as required.

Working Conditions:

• Well-lighted, indoor, air-conditioned setting with comfortable conditions.
• Manual dexterity and good eye to hand coordination sufficient to reach and handle components.
• Lifting requirements are generally less than 10 pounds with occasional lifting of boxes, cartons or totes up to 40 pounds each.
• Physical demands of this job classification are generally light performed from a standing position for significant periods of time.