IT Network & Level II Help Desk Technician

Title

 

IT Network & Level II Help Desk Technician

 

Description

 

The Network & Level II Help Desk Technician’s role is to support the stable operation of the in-house computer network and user hardware. This includes planning, designing, installing, configuring, maintaining, and optimizing all network, operations and functional user hardware, software, and communication links while ensuring minimal downtime. The person will also diagnose, resolve, and document hardware, software and network problems in a timely and accurate fashion, and provide end user training and support where required. This includes actively resolving escalated end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

 

Responsibilities

 

Strategy & Planning

• Collaborate with network analysts and designers to create optimal network design topologies and configurations.

• Work with end users and department heads to identify and document required network service levels.

• Aid in development of business continuity and disaster recovery plans, and maintain current knowledge of plan executables. Respond to emergency network outages in accordance with business continuity and disaster recovery plans.

• Prepare and ensure accuracy of documentation, procedures manuals, and help sheets for network installations, including data, voice, and video systems.

• Act as an escalation point for advanced or difficult help requests.

 

Acquisition & Deployment

• Support development and implementation of networking projects and new technology installations.

• Maintain up-to-date knowledge of networking contracts and supervise contract-based installations.

 

Operational Management

• Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, software, networked peripheral devices, cabling, and networking hardware and software products.

• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

• Maintain all network hardware and equipment, including routers, switches, hubs, and UPSs.

• Monitor and test network performance and provide network performance statistics and reports.

• Receive and respond to incoming calls, pages, and/or e-mails regarding network connectivity problems.

• Analyze, diagnose, and resolve complex network problems for a variety of end users, and recommend and implement corrective hardware and software solutions.

• Recommend, schedule, and perform network improvements, upgrades, and repairs.

• Practice network asset management, including maintenance of network component inventory.

• Prepare, maintain, and adhere to procedures for logging, reporting, and statistically monitoring network data.

• 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.

 

Position Requirements

 

Formal Education & Certification

• College diploma or university degree in the field of computer science and 4 years of experience or a total of 8 years of equivalent work experience.

• Network/Hardware professional certifications desirable.

   

Knowledge & Experience

• Working technical knowledge of network and PC operating systems.

• Extensive application support experience.

• Working technical knowledge of current network hardware, protocols, and standards, including.

• Ability to operate network component analyzers, scanners, and testers.

• Hands-on hardware troubleshooting experience.

• Understanding of the organization’s goals and objectives.

• Knowledge of applicable data privacy practices and laws.

 

Personal Attributes

• Strong written and oral communication skills.

• Good interpersonal skills.

• Ability to conduct research into a wide range of computing issues is required.

• Ability to absorb and retain information quickly.

• Ability to present ideas in user-friendly, business-friendly and technical language.

• Self motivated and directed.

• Keen attention to detail.

• Strong analytical and problem-solving abilities.

• Ability to effectively prioritize and execute tasks in a high-pressure environment.

• Strong customer service orientation.

• Experience working in a team-oriented, collaborative environment.

 

Work Conditions

• 50 Hour on-site work week.

• May require evening and weekend work during manufacturing maintenance windows.

• On-call availability shared with the team.

• Sitting for extended periods of time.

• Dexterity of hands and fingers to operate a computer keyboard, mouse, hand and power tools, and to handle other computer components.

• Inspect and install cables.

• Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals.