Helpdesk Technician II

Summary

Join Raintree as a Helpdesk Technician II and provide efficient and effective IT support to our remote-first technology company. You will be responsible for troubleshooting and maintaining our tools and devices, serving as an escalation point for Level 1 technicians, and providing exceptional technical support via various channels. This hybrid role requires managing projects, resolving customer issues, and adhering to a designated work schedule. Success in this position demands punctuality, reliability, and a passion for quality customer service. You will collaborate with internal teams and vendors, audit work quality, and provide constructive feedback. The role requires excellent communication and problem-solving skills, along with proficiency in various software and hardware.

Requirements

• This position requires excellent communication and problem-solving skills
• Knowledge and experience on Windows 10 OS and above
• Experience with Service management tools such as FreshService , Jira, Salesforce etc
• Automate manual tasks; create & improve tools that help make team operations more efficient
• Be fluent in Microsoft Office (Word, Excel and Powerpoint) and the Google suite (Gmail, Google Docs, and Google Calendar)
• Should have an understanding of ITIL: Incident, Change, Problem, Service Request and related activities such as spare and buffer inventory management
• Thought Process: Able to understand technical concepts and can develop ways to help others learn
• Ability to solve complex problems with innovative solutions
• Ability to manage multiple priorities
• Ability to quickly and proactively gain an understanding of the client's business problems and deliver solutions and recommendations to solve
• Interpersonal: Excellent customer service, technical, organizational, and communication skills in person, through tickets and on the phone; effective listening and team orientation
• Able to persuade, influence and negotiate with staff and vendors in critical situations
• Able to motivate others and work cooperatively in a group to achieve common goals
• This remote position requires a HIPAA compliant work environment
• Your work environment must be accessible to a consistent and adequate internet connection per Raintree’s guidelines
• A controlled and dedicated work space will be necessary to be successful
• Physical: Able to sit at a desk and grasp writing instruments
• Able to manipulate fingers to perform keyboard strokes on a computer
• Mobile between buildings
• Must also be able to lift 40 lbs without issue and move it from under a desk to a cart and vice versa

Responsibilities

• Perform maintenance and troubleshooting to keep all of our tools and devices (including desktops, laptops, iPads and core applications) running smoothly
• Primarily serve as our escalation point of contact for our Level 1 Technicians
• Serve as the first point of contact when our Level 1 Technicians are not available
• Provide exceptional technical support by phone, email, remote access or in-person as needed
• Communicate professionally with coworkers and customers
• Ensure user requests for client-related services (incident resolution and requests) are generated, tracked, escalated and followed through to satisfactory completion
• Manage inventory of new and replacement equipment; and diagnosis of a hardware fault, recording of the necessary data (serial number, location etc.) and feedback to the Service Desk in order to support the repair service
• Provide standard and approved hardware and software (operating systems and standard office applications) support and maintenance on workstation (Remote Users) devices for their entire lifecycle (including the remote management of devices using appropriate tools)
• Support, Manage, Optimize and Maintain the configuration and installation of workstations, to include, but not limited to, patch updates, hardware replacements, with spares provided by the vendor
• Collaborate with internal teams or vendors to execute projects
• Audit the quality of work performed and provide constructive feedback when necessary

Preferred Qualifications

Knowledge and experience on MacOS and iOS

Benefits

• Remote Work/Work From Home
• Paid Time Off/11 Paid Holidays/Year-End Holiday Break
• Health, Dental, Vision, HSA/FSA
• 401K with Company Match
• Disability & Life Insurance
• Employee Assistance Program
• Paid Parental Leave