IT Help Desk - Tier 2

An individual’s purpose in this role is to assist with administrative maintenance, employee systems access, diagnosis of reported issues, ticket resolution and new hire G-Suite training. This role is designed to be the primary contact for tickets, walk-ins and general inquiries and is expected to provide quick and efficient resolution or, if needed, escalate for further assistance.  Persons in this role are expected to have a deep understanding of general IT processes and system setups with in Boyer Trucks a Transwest Company.

WE OFFER A FULL BENEFITS PACKAGE FOR ELIGIBLE EMPLOYEES INCLUDING:

• Medical, Dental, and Vision Insurance
• Life (Voluntary and Employer Paid) and Disability Insurance
• 401(K) with company match beginning with your first contribution.
• HSA match up to $800 per year.
• FSA
• Paid Time Off, Sick Time, and Company Paid Holidays
• Employee Car Discount Program

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Possess a moderate understanding of computers, telephone systems, camera systems, hardware, and software.
• Research and resolve routine technical problems of low complexity.
• Provide support to end users for basic computer, application, system, device, access, and hardware issues.
• Document, track, and monitor problems using Zen Desk ticketing system and IT wiki.
• Respond to telephone, email, and on-line requests for technical support.
• Coordinate with other teams or departments to resolve user problems.
• Perform password re-sets for users in Active Directory.
• Set holiday schedules for entry access points and gates.
• Coordinate website changes.
• Install and troubleshoot all software that Boyer Trucks a Transwest Company uses (Tech Service Suite – All apps included in suite, Karmak, CDK, GSuite – All apps included in suite, Microsoft Office 365 – All apps included in suite, OneLogin, OpenVPN, Android OS, Apple IOS).
• Onboard and Offboard users.
• Joining computers to the domain.
• Install VoIP phone handsets.
• Other duties as assigned by the manager.

WORK ENVIRONMENT & PHYSICAL ABILITIES:

• Light work requiring the exertion of 20 pounds of force occasionally and up to 10 pounds of force frequently. 
• Requires visual perception to operate computer equipment and for reviewing, checking, preparing and maintaining computer files.
• Manual dexterity is required to operate computer equipment.
• Normal range of hearing and vision.

REQUIRED EDUCATION, EXPERIENCE, KNOWLEDGE & SKILLS:

• Associates Diploma or equivalent 2 to 3 years work experience in IT field or 1 year of Boyer Trucks a Transwest Company IT work experience.
• Proficient customer service skills.
• Proficient at logical troubleshooting.
• Expert knowledge of all general software that Boyer Trucks a Transwest Company uses (i.e. Google Workspace, Microsoft Office, Adobe Suite).
• Valid Driver's License and MVR in good standing.
• General familiarity of computer operation, computer hardware, software phone systems, and camera systems.
• Ability to successfully complete a General Abilities Assessment and pass post-offer background check, physical and drug screening.

JOB DETAILS:

• Type: Salary
• Compensation Range: $55,000 to $65,000/year
• Reports To: IT Manager
• Closing Date: Open until filled.

Date Posted: 03-27-2024
All qualified applications will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.