Service Desk Technician II

Objective:

The Service Desk Technician II is responsible for delivering end-to-end support for Heffernan Group employees to ensure smooth operation of hardware and software so that employees (customers) can execute business initiatives. By partnering with employees and technology groups, the Service Desk Technician ensures all incidents are analyzed and resolved within the promised timeframes. The Service Desk Technician will receive, prioritize, document, and actively resolve customer Service Desk requests. Problem resolution may involve the use of diagnostic and request tracking tools. This role will require troubleshooting areas in-person, by phone, through email, chat, and/or remote assistance in a timely fashion, while providing friendly customer service.

Responsibilities Include:

• Field incoming requests from customers via telephone, e-mail, and chat in a courteous and personable manner, setting priorities and escalating to an appropriate resource when necessary.
• Document all pertinent customer identification information, including name, department, contact information, and nature of problem or issue.
• Build rapport and elicit problem details from Service Desk customers.
• Prioritize and schedule problems. Escalate problems when appropriate.
• 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.
• Apply diagnostic utilities to aid in troubleshooting.
• Use all resources necessary to aid in problem resolution, including vendors’ software updates, drivers, online knowledge resources, and internal resources.
• Identify and learn appropriate software and hardware used and supported by the Heffernan Group.
• Perform hands-on fixes at the desktop OS level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Install software as appropriate.
• Performing preventative maintenance as needed, including checking and cleaning of computers, printers, and peripherals.
• Test fixes to ensure problem has been adequately resolved.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Perform hands-on analysis, diagnosis, and resolution of complex problems for customers, and recommend and implement corrective solutions, including off-site repair as needed.
• Install, configure, test, maintain, monitor, and troubleshoot customer computers and related hardware and software to deliver required desktop service levels.
• Assess the need for and implement performance upgrades as needed.
• Answer to and perform moves, adds, and changes as they are submitted.
• Ensure that physical connections are in proper working order, like networking and peripheral cables.
• Collaboratively maintain an inventory of all monitors, keyboards, hard drives, modems, network cards, and other components and equipment.
• Accurately document instances of equipment or component failure, repair, installation, and removal.
• Special Projects and other duties – as assigned

Requirements:

• Education – High School Diploma/GED required
• Must communicate effectively. Strong service-oriented interpersonal skills are required.
• 2+ years of IT Service Desk experience required.
• Experience in a customer service role, especially relating to technology support, is preferred.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills – a customer service orientation.
• Experience with LAN/WAN environment.
• Hardware support (Laptops, Docks, Peripherals, Printers)
• Extensive Windows application support experience. Application support experience with Microsoft Office 365 required.
• Working technical knowledge of basic networking protocols and standards, including DNS and DHCP
• Excellent software and hardware troubleshooting experience.
• Technical knowledge of a computer’s internal components and how peripherals.
• Working knowledge of applicable data privacy practices and laws
• Ability to absorb and retain information quickly. Strong ability to document.
• Ability to present ideas and solutions in customer-friendly language
• Analytical and problem-solving abilities, with keen attention to detail
• Ability to operate tools, components, and peripheral accessories.
• Ability to conduct research into a wide range of computing issues as required.
• Able to read and understand technical manuals, procedural documentation, and OEM guides
• Hands-on software and hardware troubleshooting experience is preferred.
• Working knowledge of applicable data privacy practices and laws.
• Ability to research and troubleshoot a wide range of computing issues as required.
• Must be organized and able to manage time effectively.
• Must embody the Heffernan Habits as illustrated herein.

Compensation:

The base salary range for this position is $65,000 to $70,000. The offer will depend on the geographic region, job-related knowledge, skills, and experience, among other factors. This role will be eligible to participate in a discretionary annual incentive program. Heffernan offers a comprehensive benefits package; more details on which can be found at https://www.heffins.com/about-us/careers.

Heffernan Habits (Expectations):

These are practices that represent our unique culture.

• Smooth The Path And Be Respectful – Being respectful of one another is critical to developing and maintaining strong relationships. We are in this together as a team.
• Do Good – This is our core. We strive to do good for our clients, our company and our communities.
• Know Your Clients And Foster Relationships – Take the time to listen and learn. Build, maintain, and enhance the connections you make every day.
• Have Fun – Take the time to get to know your colleagues and let’s have fun! If we are happy and connected, we all will do a better job for our clients.
• Answer The Phone (And Email) – Be available and responsive to clients and colleagues.
• Be Humble And Own It – We all make mistakes – what’s important is that we take ownership for our mistakes and learn from them. Humility shows a willingness to learn and improve.  
• Celebrate And Value Our Differences – We strive to be non-traditional. We all come from different backgrounds. Be open. Listen to others stories and experiences. Make an effort to not only include, but connect.  

Working Conditions:

• Work environment is indoors, sitting at a desk or standing for extended periods of time.
• Work is somewhat close to colleagues in shared cubicle and office space.
• Off-hours emergency support as necessary.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, tools, and ability to handle other computer components is required. Inspection of cables in floors and ceilings at times is required.   
• Lifting and transporting of objects (up to 50 lbs.) such as computers and peripherals is required.
• This position may require flexibility to work hours outside of a regular schedule.
• Travel to Bay Area offices may be required as much as once per week, in addition to occasional travel to nationwide offices as necessary.