Tier Two IT Helpdesk Support

POSITION TITLE:

Tier Two IT Helpdesk Support

REPORTS TO:

Assistant Vice President of Information Services

STATUS/HOURS:

Regular/Full-time (Evenings and Weekends as scheduled)

POSITION SUMMARY: The Tier Two IT Helpdesk Support is responsible for providing advanced technical support to end users at Affinia Healthcare, assisting them with complex IT-related issues via phone, email, or in-person. This includes troubleshooting and resolving hardware, software, and network issues, managing user accounts and permissions, and providing expertise in specialized software or systems.

Education: Associate's degree in IT or related field, or equivalent experience.

Experience: Minimum of 3 years of experience in providing IT helpdesk support or related technical support roles in an IT environment.

Skills and Abilities which may be representative but not all inclusive of those commonly associated with this position:

1. Strong technical skills in troubleshooting and resolving complex hardware, software, and network issues.
2. Excellent communication skills to effectively assist end users and document technical issues.
3. Ability to work independently and proactively identify and resolve technical problems.
4. In-depth knowledge of network protocols, operating systems, and specialized software or systems used at Affinia Healthcare.

Transportation Requirement: Must possess a valid driver's license and automobile with insurance coverage as required by the State of Missouri.

License(s)/Certification(s) Required:

• Network+
• A+
• Security+

FUNCTIONS OF THE JOB

Essential Functions

1. Provide second-level technical support to end users via phone, email, or in-person.
2. Troubleshoot and resolve complex hardware, software, and network issues in a timely and efficient manner.
3. Manage user accounts, permissions, and group policies.
4. Provide expertise in specialized software or systems used at Affinia Healthcare.
5. Document technical issues and resolutions in the helpdesk ticketing system.
6. Collaborate with other IT teams to resolve issues or implement solutions.
7. Other duties as assigned.

• Assist with IT projects or initiatives as assigned.
• Provide training or guidance to Tier One IT Helpdesk Support
• Collaborate with vendors and 3rd- parties to implement solutions

Supervises: None

NOTE: Affinia Healthcare is a Covid-19 Vaccine Mandated Employer. All employees of Affinia Healthcare are required to be vaccinated for Covid-19.

NOTE: SMOKING IS PROHIBITED IN THE WORK ENVIRONMENT

NOTE: ALL APPLICANTS MUST PROVIDE CONTACT INFORMATION FOR THREE REFERENCES