The Helpdesk Support Specialist II will ensure business functionality of UMOS user-based technology systems in multiple locations nation-wide including, but not limited to, personal computers/laptops, tablets, cellular devices, VoIP phones, printers, and other peripherals. Respond to user requests in a timely manner, utilizing remote support tools, in person and/or by phone, to aid with software, hardware, or networking problems; analyzes and resolves or escalates problems when necessary. Advise users and answer questions regarding standard system procedures, policies, capabilities, and security. May assist in the development of training materials and programs to build end-user and workgroup-level skills.

Help Desk Support Specialist II Job Responsibilities:

End User Support
1. Utilizes corporate reporting system to receive, investigate, diagnose, resolve, and document support requests from users.
2. Thoroughly records and tracks issues from outset to their resolution, while maintaining communication with the requestor(s) as necessary.
3. Escalates level 3+ issues as needed for timely resolution.
4. Maintains awareness of overall network and systems availability.
5. Uses experience and knowledge to determine root causes of observed trends and/or repeated incidents.
6. Analyzes end user’s needs to provide recommendations related to most appropriate and efficient use of technology required to accomplish user’s tasks.
7. Provides input and recommendations on technological changes based on observations of user and organizational needs.
8. Recommends long-term solutions based on applied knowledge of computer software, hardware, and procedures; incident research; collaboration with peers/team members to recommend long-term solutions.
9. Ensures cyber safety protocols and procedures are followed. Reports potentially risky/unsafe conditions or behavior.
10. Assists with infrastructure backup and restore procedures according to provided instructions and IT business practices.

Asset Management and Support
11. Maintains and updates user device tracking and inventory information for all UMOS
technology hardware equipment and software.
12. Install software, computer systems, and peripheral equipment.
13. Ensures use of technology hardware, software, and cloud services are used and configured following appropriate organization and cyber safety practices.
14. Maintains high level of technical knowledge through interactions with other IT personnel, vendors, technical resources, and training.
15. Assist with software and hardware testing to evaluate ease of use and effectiveness for user needs.

General
16. Reviews and revises technical and user documentation, processes, and procedures.
17. Prepares written and electronic reports, correspondence, and other documents as needed.
18. Maintains confidentiality of network users, data, lists, rights, and permissions.
19. Attends meetings, conferences, and other workshops as assigned, performs special projects and other related duties as assigned.

Help Desk Support Specialist II Job Qualifications:

1. AA Degree in Computer Science, Data Processing or equivalent combination of education, training, and work experience.
2. Three or more years of delivering user system support including but not limited to:
Windows 10/11, Active Directory, Azure AD, Office 2019/365, audio, and video conferencing technologies (e.g., Zoom, Teams).
3. Industry recognized IT Support Certifications a plus.
4. Advanced knowledge of company supported software and user hardware including desktops, notebooks, IOS tablets/phones, and peripherals.
5. Working knowledge of IP based enterprise networks.
6. Manual dexterity necessary to operate computer keyboard and to install system hardware
7. Physical strength to move and setup multiple user system workstations and peripherals.
8. Able to work with confidential information. Demonstrated ability, through experience or
education, to work independently and in a team environment, to analyze and understand detailed information.
9. Bilingual (Spanish) a plus.
10. Must have and maintain valid Wisconsin driver’s license and reliable transportation for
travel to and from remote UMOS locations and for the transportation of PCs and peripherals.

CONDITION OF EMPLOYMENT:
Employment with UMOS is contingent upon successful completion of a criminal background check prior to employment.

UMOS is an equal opportunity Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Job Type: Full-time

Pay: $21.86 - $27.33 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Work Location: In person

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