Help Desk Technician II

$75,000 - $80,000/Yr

Alcatraz Cruises - Boston, MA

Full-time - Entry Level

Boston, MA

Administrative and Support Services

About the position

City Experiences is seeking a Help Desk Technician for our Business operations in California. This person will be adaptable, dynamic, and embody City Experiences' RESPECT Service System. The Help Desk Technician will primarily be responsible for the monitoring, tracking and resolution of IT related issues while escalating as necessary to the appropriate resource. This individual will be an active contributor to the Help Desk in a strong customer service focused role, will take ownership of tickets and will be able to see issues through to the end.

Responsibilities

• Provide Tier 1 and Tier 2 IT support for 500+ end users
• Actively maintain Help Desk ticket queue, ensuring a timely response to issues
• Field phone calls and provide walk-up support
• Responsible for PC/Mac desktop and laptop computer configuration, deployments and troubleshooting
• Support enterprise POS systems and peripherals
• Support for networking and cabling
• Provide escalation point as necessary for Help Desk staff
• Maintain and update inventory of hardware and software
• Installing, configuring, and repairing desktop and network printers
• Assisting with security-related updates or patches
• Creating and updating help desk documents
• Developing user training and instructional materials as needed
• Performing intermediate network troubleshooting
• Expected to work during standard business hours and maintenance/emergency windows outside of normal hours
• Advise Supervisor or Human Resources of any changes of name, address or work status as it affects compensation, benefits or employment
• Accurately complete all documentation including payroll, time sheets, paperwork and invoices on a timely basis
• Know and understand internal policies and external regulatory requirements that relate to the position and department
• Additional job duties assigned

Requirements

• Previous experience in a help desk role, 2 years or more preferred
• Previous & demonstrable ability to troubleshoot technology quickly and efficiently
• Degree not required but preferred
• Certifications not required but definitely a plus
• Strong customer service orientation is a must
• Comfortable interacting with end users both over the phone and in person
• Strong interpersonal and communication skills
• Strong command of the English language is a requirement
• Familiarity with the correct use of technical terms
• Must be able to lift and move 50 lbs
• Ability to quickly learn new systems and software applications

Nice-to-haves

• Degree in a related field
• Relevant IT certifications