IT Support Services Tech II — Helpdesk & Hardware (1st Shift)

Breg; Indianapolis (IN); On-site; USD 40,000 - 44,000; Full time

Benefits offered by this job

Comprehensive benefits

PTO & holidays

Growth & development

Diversity & inclusion

Job summary

Breg is seeking a Support Services Technician II in Indianapolis, IN to provide frontline technical support for desktop, email, and business applications across the organization. You will troubleshoot hardware and software, manage user accounts, and coordinate with Level III for complex incidents.

Responsibilities include imaging hardware, onboarding/offboarding, HIPAA compliance, Active Directory and Office 365 administration, and vendor coordination.

Qualifications

• High School Diploma or equivalent and 5+ years of experience or an equivalent combination of education and experience is required.
• 4+ years of experience troubleshooting and installing hardware and software with computer systems is required.
• 4+ years of exposure to a call-center environment, prior Help Desk experience and or customer-facing service experience are required.
• Strong presentation skills are required.
• Strong working knowledge of Windows and Macintosh Operating System (Mac OS) environments is required.
• Familiarity with Active Directory, Office 365 Administration Center, remote support tools, and Information Technology Service Management (ITSM) platforms are required.
• Hands-on experience with mobile device support with iPhone Operating System (iOS), Android and Master Data management (MDM) platforms is required.
• Experience with Oracle, Customer Relationship Management (CRM), and Power Business Intelligence (BI) is preferred.

Responsibilities

• Follows established procedures to respond to requests for troubleshooting assistance and utilizes experience, knowledge base, tools and judgement to resolve issues, or escalates as needed.
• Logs issues and resolutions using internal ticketing system following established procedures.
• Diagnoses, identifies, isolates and analyzes problems utilizing historical database records and alerts management to identify recurring problems and patterns of problems.
• Installs or assists in the installation and imaging of hardware and peripheral components for internal and external users.
• Provides basic onsite computer training to users in formal and non-formal settings and supports remote customers with hardware and software issues.
• Escalates and notifies others for assistance in resolving incidents that require advanced support, notification of appropriate points-of-contact (POC) for the systems and coordination, dispatch and tracking of hardware equipment repair.
• Supports off the shelf and custom applications that require a basic understanding of business process.
• Ensures self and departmental awareness and enforcement of all Health Insurance Portability and Accountability Act (HIPAA) requirements including the HIPAA breach process. Ensures HIPAA compliance requirements are integrated and followed in all phases of assigned operations.
• Performs user account administration in Active Directory and Office 365 to include: password resets, group assignments and mailbox permissions.
• Processes systems for deployment, redeployment or recycling.
• Works with vendors on service, returns and warranty items.
• Responds to and resolves technical support requests via phone, email, remote tools, or in person.
• Troubleshoots issues related to desktop and laptop hardware to include Windows, Macintosh Operating System (Mac OS) Office 365, and common business applications.
• Escalates complex issues to Level III support or other appropriate teams as needed.
• Assists with onboarding and offboarding tasks including provisioning equipment, configuring user profiles, and deploying laptops and MacBooks.
• Responsible for behaving in a professional manner both internally and externally in relationships that positively impact the company's reputation and comply with the company's policies and practices. Responsible for being accountable and committed to demonstrating Breg's cultural beliefs and achieving the key results of the company.
• Responsible for promoting Breg's culture within the organization using established tools such as storytelling, providing focused feedback, and recognition. The performance of the position is aligned with the culture of commitment and accountability, following the steps of: See it, Own it, Solve it, and Do it.

Skills

Troubleshooting

Customer service

Communication skills

Presentation skills

Problem solving

Education

High School Diploma or equivalent

Tools

Active Directory

Office 365 Admin Center

ITSM platforms

Remote support tools

Oracle

CRM

Power BI

Job description

Breg is seeking a Support Services Technician II in Indianapolis, IN to provide frontline technical support for desktop, email, and business applications across the organization. You will troubleshoot hardware and software, manage user accounts, and coordinate with Level III for complex incidents.

Responsibilities include imaging hardware, onboarding/offboarding, HIPAA compliance, Active Directory and Office 365 administration, and vendor coordination.