Help Desk Tier 2

Description

The Help Desk Tier 2 Tech administers a variety of technical projects related to the setup, maintenance and support at Plymouth Place. The Help Desk Tier 2 Tech is responsible for complex troubleshooting. This position will respond to queries in person, over the phone or remote access. 

ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES: Employee will apply skills to ensure Person Centered Care as exhibited through our Pillars of Excellence:

PEOPLE 

STEWARDSHIP

SERVICE

QUALITY

GROWTH

 Learn about Plymouth Place Benefit Packet offered to all Full-Time Employees: 2026 Benefit Guide here   

· Respond to requests for technical assistance via helpdesk ticketing system.

· Diagnose and resolve technical issues onsite and remotely.

· Log all customer interactions into ticketing system.

· Receiving Tier 1 escalations.

· Follow incidents through to resolution.

· Provide regular updates to residents and employees on their support requests.

· Providing residents and employees with support for company- owned assets (primarily workstations, laptops, servers), which will include basic help desk support up to advanced troubleshooting. This position involves troubleshooting workstation, networking, storage, and server issues on a variety of platforms.

· Maintain an accurate tracking of computer assets (desktops, laptops, printers, etc.…)

· Provide remote troubleshooting solutions for computer or operating system issues for end-users remotely.

· Perform multiple tasks simultaneously, including handling interruptions, and return to and complete tasks in a timely manner.

· Maintain important records efficiently and accurately.

· Ability to ask for assistance from the System Admin when needed after exhausting other troubleshooting techniques and avenues

· Demonstrated ability to work under pressure.

· Excellent troubleshooting skills and follow through. 

· Good communication and exceptional positive and interpersonal skills.

· Solid organizational skills including attention to detail and multi-tasking skills.

· Ability to read, write and speak English sufficient to perform job duties and to interact and communicate with residents and employees.

• Position may require some outside travel. 
• During emergencies or natural disasters may be required to be on duty for the duration of the disaster. 
• On-call rotational weekends

Requirements

· Bachelor’s Degree in Computer Science or Information Systems or a 2-year degree with an A+ and Network+ and/or Equivalent Experience

· 3+ Years’ experience as a Tier 2 Help Desk Technician

· Security+ Certification

· ITIL Foundation Certification

· A+ / Network + / Security+/MCSA / MCSE are a plus, but not required

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

· Demonstrated integrity, ingenuity and inventiveness in the performance of assigned tasks.

· Demonstrated understanding of Active Directory (Account creation, password resets, group and distro list membership, OneDrive for Business, SharePoint, etc.)

· Experienced with hardware repair and software troubleshooting

· Strong knowledge of the Network OSI Layers when troubleshooting network issues.

· Ability to easily adapt to and learn new technologies

· Knowledge of PC operating systems and cloud-based platforms.

· Knowledge of firewall and network filtering; common plugins and browsers; and antivirus and mal-ware applications

· Ability to work independently 

· Working knowledge of Microsoft Office 365.

· High level of confidentiality and adhere to HIPAA

· Experience with a ticketing system such as ConnectWise or FAVIO

· Ability to interact at all levels with management internally, and with customers and vendors

 Plymouth Place is an Equal Employment Opportunity and E-Verify compliant Employer