The Service Desk Technician II primarily provides end-user support, focusing on the technology solutions provided at Prometheus and their integration into work processes. This position will support Prometheans both remotely and at the deskside and will be required to escalate as needed. This position is responsible for end-point software, hardware, and operating system installation, configuration and support; peripheral installation and support, mobile devices, systems and network troubleshooting, applications support and telecommunications inquiries and is also the escalation point for Tier I Technicians. In-depth experience and understanding in these areas are a must. This position specifically requires strong technical understanding, customer service, communication, organizational, and time management skills. The Service Desk Technician II must possess the experience and knowledge of the Service Desk I position. This position reports directly to the Service Desk Team Lead/Director of IT Operations. This position has a bonus potential of 6%-8%.
AVERAGE % OF TIME
Supportive Responsibilities – Through all contact avenues and utilizing our ticketing system for tracking, provides technical support for Prometheans for company approved hardware and software solutions, including traditional productivity applications, proprietary applications and solutions to emerging technology solutions like Cloud services. User and some administrator level OS support for Windows desktop and server platforms. Working knowledge of Active Directory and networking and knowledge of how IT Infrastructure is tied together as a whole is required. Supports hardware & software, break/fix, and preventative maintenance support for all end-point hardware including, desktops, laptops, tablets, mobile devices and other hardware technologies as they are introduced into the environment. Supports remote sites over VPN connections to the Home Office. Respond to and resolve VPN access and performance issues. Assist with Corporate support tickets and take lead on incident and problem resolution for any major system issues. In addition, the Service Desk team assists with security and access control systems (door & gate access systems) at our Neighborhoods. Telecom, such as Internet connectivity, phones and copiers also fall under the scope of management of the Service Desk.
Tier II Technologist Responsibilities – Creating, updating and maintaining technical documentation, Developing and documenting new or updated technical processes; Assisting the team in developing best practices based on technical industry experience and emerging industry standards. Research new or emerging technologies to improve upon current or missing process efficiencies for the department or the organization as a whole. Participate and lead Service Desk projects. Mentor and lead junior Service Desk Technicians. Serve as first escalation point for junior Service Desk Technician I.
Other Responsibilities –Complete special projects as assigned by the Service Desk Manager, Director of IT Operations, VP of Technology or their equivalents; Provide status reports to the Service Desk Manager, Director of IT Operations, VP of Technology or their equivalents as required; Additional tasks as may be assigned from time to time by the Principal or others at the Principal’s direction; Travel will be required based upon the Organization’s and team’s needs.
Upholding Standards - Perform additional duties and handle projects as assigned by the VP of Technology; Achieve regular attendance in conformity with standards; Complete all mandatory training as requested; Comply fully with all Prometheus Real Estate Group rules and regulations for the safe and effective operation of the Prometheus Real Estate Group’s facilities; Additional tasks as may be assigned from time to time by the Principal or others at the Principal’s direction; Travel will be required based upon Neighborhood’s needs. Adherence to Organization and department policies and procedures is necessary.
REQUIRED QUALIFICATIONS, SKILLS, AND EXPERIENCE
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities: