Help Desk Technician II

As Help Desk Technician, you will have the opportunity to help internal customers with their computer issues and will help Starboard Cruise Services build a great corporate culture. All Help Desk Technicians are expected to participate in learning new technologies and career development opportunities as presented to progress to higher level positions within the IT organization.  The person who fills this role will provide desktop support about 70% of the time and should also expect to work on projects and make the needed changes to improve the infrastructure of the organization. Grow beyond supporting team members.  

The successful Help Desk Technician will be responsible for utilizing his/her/their skills to aid the operations team in resolving technical problems. This position is the first level of support and becomes the voice and face of the IT department. You will be an integral part of deployments and migrations. You will aid in our continued digital transformation. You will work with IoT devices. 

The ideal candidate is innovative and possesses great problem solving and analytical skills. The Helpdesk Technician must be comfortable and confident working on Windows systems and familiar with fundamental Windows Server patching and administration. Must have strong knowledge of operating system and networking fundamentals. You have knowledge of at least one high-level scripting language (PowerShell, Python, Bash). You have experience operating systems and diagnosing and resolving complex problems. You pay attention to detail and solve problems at their root. 

ESSENTIAL DUTIES & RESPONSIBILITIES:

Service Desk Administration:

• Monitors help desk queue for new requests (including help desk voice mail and email)
• Processes help desk requests in a timely manner adhering to defined incident/request/problem ticket SLA’s.
• Maintain a high level of customer service by resolving complaints, managing customer follow up and contacts and providing proactive updates to customers.
• Serves as liaison between end-users and technical staff to communicate issues, problems, and questions
• Attends weekly meetings with 24x7 service desk vendor to review tickets, execution and provide feedback
• Analyzes operational procedures and recommends improvements
• Creates and leverage help desk reports to demonstrate performance against SLA’s

Equipment set-up and management:

• Maintains systems, applications, security, and network configurations including but not limited to: 

-Troubleshooting Tier 1 network & system performance issues 

-Documenting system components, configurations and procedures 

-Assists security and server analysts to deploy updates and patches 

-Research patches, updates and solutions for computer issues, both hardware and software  

related 

-Ensures full/incremental backups are successfully completed- report issues to technical  

analyst for investigation 

-Manages backup tape daily rotation/off site process 

• Supports AV configurations for large department and company meetings 
• Images and deploys user hardware –PC, MAC, Phone, peripherals, etc.   
• Provides staff cross-training as appropriate 
• Image and Deploy user hardware –PC, MAC, Phone, peripherals, etc.   
• Provide staff cross-training as appropriate 

Prepare evaluations of software or hardware and recommend improvements or upgrades:

Maintains inventory and monitors status of PCs, MAC, laptops, tablets, iPhone, iPads, desk phone, printers, and other equipment 

Recommends new equipment purchases when necessary- monitors and manages minimum quantities for consumables and peripherals  

Ensures customers awareness of policies and best practices for all supported software and assets – desk phone, VM, PC, mobile devices, OneDrive, FTP, email, encryption,  

Performs other work-related duties as assigned by manager 

QUALIFICATIONS:

Education and Experience:

• 5+ years of help desk support experience
• 5+ years of experience with help desk systems.
• MCP, A+ or other computer certification is required
• Knowledge of ServiceNow system is a plus.
• Knowledge of PC hardware:  Dell PCs and laptops
• Knowledge of PC Software:  Microsoft 11/ MacOS, Microsoft Office
• Knowledge of networking protocols:  Ethernet and TCP/IP.
• Bachelor's Degree in Information Technology or related field is required 

Knowledge, Skills & Abilities:

• Strong knowledge and troubleshooting of Desk top hardware:  Dell PCs/laptops/tablets/iPad/iPhone/IoT devices
• Strong knowledge and troubleshooting of MAC/PC Software:  Windows 10, Microsoft Office 365, Adobe Creative Suite, and Mac certified applications
• Strong knowledge of MS Active Directory, VMware, Windows Server, MS Exchange, Teams, Zoom, cloud/SaaS applications, Tap Backup Technology, PC imaging and deployment technologies, etc.
• Strong knowledge and troubleshooting of networking connectivity and protocols:  Ethernet and TCP/IP.
• Excellent written/oral communication, interpersonal and problem solving
• Able to thrive in both independent and collaborative work environments.
• Dedicated, innovative and self-motivated team player. 
• Able to effectively oversee multiple and concurrent projects / responsibilities.
• Ability to work flexible hours, days, and shifts
• Ability to learn quickly and work independently with or without direct supervision
• Ability to represent Starboard IT Department in a professional manner to clients
• Ability to maintain a positive mental attitude in a highly flexible environment

Key Competencies:

• Customer Service
• Relationship Management
• Business Acumen
• Drive for Results
• Self-Development
• Courage
• Problem Solving
• Communicating Effectively
• Teamwork and Collaboration

Other:
Position Type/Expected Hours of Work
Some flexibility in hours is permitted, employee must be available during the “core” work hours of 8:00 a.m. to 5:00 p.m. Monday – Friday and must work 30 hours each week to maintain full-time status. Occasional evening and weekend work may be required as job duties demand.

Physical Demands:
Office environment with frequent sitting, walking and standing, occasional climbing, stooping, kneeling, crouching and balancing. Frequent use of eye, hand and finger coordination enabling use of office machinery. This position requires the ability to occasionally lift office products and supplies, up to 20 pounds. Oral and auditory enabling interpersonal communication as well as communication automated devise such as the telephone.

At Starboard Group and Onboard Media curating a vibrant world can only be accomplished by vibrant and diverse teams. We are committed to nurturing a workplace where you can feel safe to show up authentically and thrive while being uniquely you. Our North Star guides us to deliver equal employment opportunities for all individuals and to providing employees with an equitable work environment free of discrimination and harassment. We also aim to extend this commitment to the partners we work with and the guests we serve. We are constantly listening, learning, and evolving to deliver on these promises.

We believe our differences make us stronger and are curious to see you leverage your lived experiences to strengthen our team, our culture and your career. At Starboard Group and Onboard Media we take action so that no one is discriminated against because of their differences, such as age, disability (physical, mental or sensory), ethnicity, gender, gender identity and expression, religion, sexual orientation, military/veteran status, genetic information, family care status or any other basis protected by federal, state or local laws. All employment decisions will be made based on business needs, job requirements and individual qualifications.

So come onboard with us and celebrate a culture that attracts top talent with shared values and forms the foundation for a great place to work.