Level 2 Helpdesk Administrator

OVERVIEW
The number one goal of everyone in our team is to make our Clients exceptionally happy. The Helpdesk Administrator II plays an important role in making sure that happens.
The Helpdesk Administrator II handles escalated support requests for the Managed Services Team. They are assigned the support requests that the Helpdesk Technician can’t handle.
When help is needed the Helpdesk Administrator II can turn to the Team Lead for guidance and support.

RESPONSIBILITIES & TASKS
CUSTOMER SERVICE
✓ Work on and resolve escalated Helpdesk Tickets
✓ Delight our Clients with a Friendly, Quick and Helpful Experience
✓ Provide the Client with advanced remote troubleshooting
✓ Remote Hardware Maintenance and Support

USE OF OUR TICKETING SYSTEM
✓ Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
✓ Managing and recording all work though our Ticketing System
✓ Make sure that Client Documentation in well maintained
✓ Split tickets that have several issues into their own individual ticket
✓ Make sure that tickets aren’t “stale” throughout the process

USE OF OUR MONITORING & MANAGEMENT TOOL
✓ Review RMM dashboard and apply remediation actions as indicated by our Processes
✓ Review regularly scheduled/automated actions as indicated by our Processes

PROJECT WORK
✓ From time to time the projects team will need additional resource to help deliver projects either on site or remotely. When opportunities arise the HD2 may be required to help with project delivery

COMMUNICATION, REPORTING & RISK
✓ Escalate tickets that require an Escalation Engineer support (follow escalation process)
✓ Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
✓ Submit Timesheets & Expense reports as indicated on their SOPs
✓ Identify, Communicate and Mitigate potential risks to the Team Lead and Clients

TEAM WORK
✓ Follow the schedule provided by the Service Desk Manager or Service Coordinator / Dispatcher
✓ Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
✓ Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
✓ Identify opportunities for improvement and make constructive suggestions for change
✓ Contribute to the process of innovative change effectively
✓ Undertake other duties as required by the Service Delivery Coordinator, Service Delivery Manager or CIO

SKILLS AND ATTRIBUTES
DESIRED
✓ A love of (and ability to) Solve Problems & Challenges
✓ Great Communications skills, founded in being a good listener
✓ Intermediate understanding of support tools, techniques and how technology is used to provide services
✓ Intermediate understanding of operating systems, business applications, printing systems and network systems
✓ Intermediate diagnosis skills of technical issues related of end-user hardware & software and network devices
✓ Intermediate experience and knowledge of working with the Microsoft 365 Platform
✓ Must be able to type quickly and accurately while talking on the phone
✓ A deep desire to deliver an amazing Client Experience
✓ Advanced knowledge of IT Applications, Software & Hardware

✓Great Communications skills, founded in being a good listener
✓ The ability to keep up with & adapt to the fast-paced IT world

NICE TO HAVE
✓ Experience using a Ticketing system / RMM Tool and PSA software
✓ Experience providing support via remote tools
✓ Experience handling Technical Service Tickets
✓ Basic IT Certifications such as Azure or Office 365 fundamentals, Sec+, etc.
✓ Client Experience Certifications such as Helpdesk Habits etc.
✓ Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.