Help Desk Technician II - Allied National : Job Details

Allied National is excited to announce that we are looking for a Help Desk Technician, Level 2 to join our Information Systems team! This individual will be responsible for assisting users with their day-to-day interactions and challenges surrounding Allied's core production ecosystem. The primary responsibilities of our Help Desk Technician involve answering questions, researching and resolving low-level production problems, and running the day-to-day operations to ensure a secure, stable, and rich user experience for all Allied staff.

• Operations: Performing routine, time-critical tasks supporting production systems on schedule. Tracking progress, recording any issue, and escalating to the appropriate area as necessary. Running, proofing, and delivering reports (physical and electronic). Suggesting areas for improvement and implementing the fixes as required.
• Tier 1 Help Desk Support: Utilizing documented processes to resolve basic user issues within the applicable SLAs. Identifying undocumented issues and processes and escalating to Tier 2 Support as necessary.
• Tier 2 Help Desk Support: Proactively working through escalated user issues that are complex, undocumented, or requiring specialized knowledge to maximize uptime within the applicable SLAs. Adding documentation wherever possible and escalating to the proper Tier 3 Support as necessary.
• Administration: Setting up, monitoring, and/or maintaining Networks, User Access Controls, and all other Production Systems. Rolling out patches, fixes, and new software and hardware.
• Documentation: Creating and maintaining systems documentation troubleshooting guides, systems diagrams, process and networking workflows, process and networking workflows, process guides, user information, training guides, and other documentation held within the Operations and Help Desk Knowledgebases.
• Proactively capturing internal and external feedback from users, analysis, and administrative tools to identify problem areas or security holes and assist with finding solutions across the ecosystem.