The Service Desk Technician - Level II’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests, receiving escalations from Service Desk Technicians Level I, and escalating incidents when considered appropriate and necessary to maintain SLA expectations. 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.

This position is mostly remote, but may require travel within the Rio Grande Valley and to the Victoria Corporate Office on occasion.  

Strategy & Planning

Evaluate documented resolutions and analyze trends for ways to prevent future problems. Create knowledge base libraries to assist others to resolve known issues and workarounds Alert management to emerging trends in incidents.

Acquisition & Deployment

Implement hardware and software releases and roll-outs and communication to the end users. Sequence tasks as to gain maximum efficiency in deployments and implementations

Operational Management

Field incoming requests and incidents to the Service Desk via walk-up, telephone, portal, and e-mail to ensure courteous, timely and effective resolution of end-user issues. Build rapport and elicit incident details from service desk customers. Prioritize and schedule incidents. Escalate incidents to problems (when required) to the appropriately experienced technician or to engineering for resolution. Record, track and document the service desk request or incident solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Instruct Service Desk Technician - Level I on SOPs Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. Image and deploy desktop devices in a working and/or clinical environment Assist with installing and maintaining network infrastructure as required Develop test procedures and a checklist to perform repetitive solutions or setups. Install anti-virus software and ensure virus definitions are up-to-date. Access software updates, drivers, knowledge bases, and FAQ resources to aid in problem resolution. Instruct others on the use of appropriate software and hardware used and supported by the organization. Perform preventative maintenance, including checking and cleaning of network equipment, workstations, printers, and peripherals. Test fixes to ensure incidents has been adequately resolved. Reinforce SLAs to manage end-user expectations. Other duties as directed by their immediate supervisor.