Job Description

Job Title: Helpdesk Technician - Tier 2

Location: Hollywood, FL

Job Type: Fulltime perm role

Position Status: Onsite role

Manager job description:

Nature of work

The incumbent in this position is responsible for providing first level support through end-user voice and electronic communications, and handling the resulting incidents and service requests using standardized incident management and request fulfillment processes. The individual demonstrates an aptitude for working with enterprise line-of-business applications and systems, and interfaces in related analysis, diagnosis and resolution of technical issues. This position is ultimately responsible for ownership of all customer incidents and requests, and tracks them to conclusion in line with the department Service Level Agreement (SLAs) and quality standards. This position reports to the IT Operations Manager or designee and is a non-exempt position.

Illustrative Tasks

The listed duties are only illustrative and are not intended to describe every function that may be performed by this position. The omission of specific statements does not preclude management from assigning specific duties not listed, if such duties are a logical assignment to the position

• Acts as a single point of contact for customer phone and email interactions regarding technology- related issues and queries. Takes ownership of assigned service requests and incidents, provides end- user status updates and communicates progress in a timely manner.
• Performs remote troubleshoot of technical incidents across all client-facing enterprise software, client hardware, and basic network infrastructure, following approved policies, procedures and established guidelines. Participates and provides technical support for remote reservation.
• Participates in on-site troubleshooting, as part of the team dispatch rotation, as needed. Displays technical proficiency with enterprise client hardware devices and other customer-interfacing the infrastructure technology.
• Assists the customer through the entirety problem-solving process.
• Escalates unresolved issues to next tier support teams, in adherence to approved policies, procedures and timeframes (10 minutes), while meeting all service level agreement mandates.
• Records events or problems and their resolution in the customer incidents request, using standardized incident management and request fulfillment processes.
• Installs printers and other software’s. Reviews and troubleshoots connectivity to printers/ faxes and other peripherals, as needed.
• Interfaces with hardware and software vendors for support, licensing and evaluation efforts.
• Serves in a Tier-1 support role within the Information Technology support structure. Adheres to established support and escalation procedures and maintains in-depth incident and resolution documentation.
• Ensures high level of service and accountability in the process of resolving requests, supporting daily operations and meeting customer needs.
• Contributes with revisions and additions to team services procedures and practices. Maintains internal team knowledge base and user self-service content.
• Participates in team on-call rotation, and must be available for emergency support responsibilities 24/7.
• Attends and participates in staff meetings and other activities and events as requested.
• Must adhere to all Seminole Tribe of Florida's policies and procedures.
• Performs additional related duties, as required

Knowledge Skills And Abilities

• Interest in the Seminole history, culture and organizational structure.
• Knowledge of Microsoft client operating systems, including Windows 7, and 10.
• Knowledge of mobile device configuration and troubleshooting.
• Knowledge of Microsoft Office product suites.
• Knowledge of PC hardware internals, storage and printing devices.
• Demonstrate experience with client device and computer imaging technologies.
• Basic understanding of IP networking and connectivity.
• Basic understanding of Active Directory, and working knowledge of related administration tools (e.g. Active Directory Users & Computers, Exchange Management Console).

Illustrative Tasks

The listed duties are only illustrative and are not intended to describe every function that may be performed by this position. The omission of specific statements does not preclude management from assigning specific duties not listed, if such duties are a logical assignment to the position

• Acts as a single point of contact for customer phone and email interactions regarding technology- related issues and queries. Takes ownership of assigned service requests and incidents, provides end- user status updates and communicates progress in a timely manner.
• Performs remote troubleshoot of technical incidents across all client-facing enterprise software, client hardware, and basic network infrastructure, following approved policies, procedures and established guidelines. Participates and provides technical support for remote reservation.
• Participates in on-site troubleshooting, as part of the team dispatch rotation, as needed. Displays technical proficiency with enterprise client hardware devices and other customer-interfacing the infrastructure technology.
• Assists the customer through the entirety problem-solving process.
• Escalates unresolved issues to next tier support teams, in adherence to approved policies, procedures and timeframes (10 minutes), while meeting all service level agreement mandates.
• Records events or problems and their resolution in the customer incidents request, using standardized incident management and request fulfillment processes.
• Demonstrate strong analytical and problem solving skills.
• Demonstrate customer service skills, and the ability to adjust technical communication level to suit users’ needs.
• Ability to troubleshoot and diagnose unfamiliar issues.
• Ability to read, interpret and apply technical information from resource manuals and peer guidance.
• Demonstrate high level of motivation, initiative and responsibility.
• Demonstrate excellent time management skills.
• Ability to serve the Seminole Tribe of Florida community and fellow employees with honesty and integrity

Ability to establish and maintain effective working relationships with the general public, co-workers, and STOF elected officials.

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