Hybrid Global Helpdesk Technician II bei Electro Rent Corp

Summary/Objective  

The Helpdesk Support Tech II position requires an enthusiastic, dependable, and reliable individual who has previous Tier 2 support experience (3 years min.). Customer focused, the successful individual must be polite, approachable, and able to keep calm under pressure in addition to being willing to learn new technology skills. The ideal candidate must be flexible, with a positive, can-do, make-it-happen attitude. The candidate must also work well within a geographically dispersed team. 

Electro Rent Corporation runs several IT Systems across multiple platforms serving a worldwide user base 24/7/365. This role will support users and systems, primarily focused on supporting both within the US although representing the Global Support Desk. 

Job Duties: 

• The duties and responsibilities of the Help Desk II include, but are not limited to, the following functions: 

• Handling several open tickets and providing regular updates users 

• Ensuring new IT tickets are triaged within agreed Service Level Agreement 

• Liaise with other members of the IT Operations, Internal Development Teams and 3rd parties to resolve issues 

• Escalating IT issues to the relevant teams where necessary 

• Taking ownership through the full lifecycle of any tickets which are escalated to development teams or 3rd parties 

• Work with the other IT Operations / Service Desk staff in different Global Regions to enable smooth transitions of support issues using “follow the sun” methodology 

• Undertaking small to medium-sized IT projects as instructed by the IT Operations Supervisor (Americas) 

• Setting up and configuring new Laptops and Desktops  

• Completing internal user moves (including phones and patching) 

• Setting up new users and disabling expired accounts in accordance with HR requirements (new hires & terminations) 

• Providing basic administrative server support (password reset, access rights etc.) 

• Creation / Maintenance of internal IT documentation 

• Performs other related duties as assigned, in accordance with business needs and organizational goals. 

Qualifications: 
 

• Windows OS 

• Experience with Microsoft Office  

• O365 

• Outlook 2007/2010/2013 configurations and troubleshooting 

• Word 2007/2010/2013 

• Excel 2007/2010/2013 

• Strong ability to work independently and is organized 

• Quick Learner 

• Good verbal and written communication skills 

Education: 
Any combination of education, training, and experience that provides the required knowledge, skills, and abilities to perform the essential functions of the position. AA Degree preferred.  

 
Experience: 
A minimum of 3 years’ work experience as a Help Desk II supporting Windows and Linux systems in a complex heterogeneous networked environment, service upgrades and migrations.  

OTHER REQUIREMENTS/PREFERENCES: 
 
May be required to travel locally and nationally in the performance of job functions and is required to carry a Company issued cellular telephone and be available for emergency support and after-hours scheduled maintenance when and if needed. 

Physical Requirements 

All positions will require, to some degree, the physical abilities described below to perform the essential functions of the job. 

• Work the expected hours, consistently arrive at work at the agreed time and follow Company rules and guidelines regarding breaks and meal periods.  Full time is typically considered to be 40 hours per week 

• Communicate effectively, both oral and written. 

• Move around and through all work areas as needed, may include climbing stairs or ladders. 

• Lift and/or move up to 10 pounds (i.e. books, reports, binders etc). 

• Regularly sit at the assigned workstation 

• Use keyboard or equivalent equipment, to access the computer,  

• Use hands to manipulate documents and general paperwork in order to view contents 

• Read documents, reports, files etc. 

• Communicate effectively using the telephone