Help Desk II 04016 NWG

Location: Birmingham, Alabama
Title: Help Desk II
Schedule (FT/PT): Regular Full Time
Travel Required: No
Government Clearance: Ability to Obtain

For over 25 years, North Wind Group (North Wind) and its subsidiary companies have been influencing the future of, and aiming to be the nationwide small business leader in, the engineering, environmental, construction, IT/cyber, facility operations, and professional service industries. North Wind allows its employees to develop creative and practical solutions to complex problems, while accomplishing its mission of delivering quality results safely, on time, and on budget, for every project. Our mission is accomplished through forward-thinking, advanced technology services, and our cultivation of a diverse and inclusive workplace.

North Wind recognizes our biggest asset is our employees. Our success is a direct result of the hard work, skills, expertise, and unique perspectives and talents that each of our employees bring to North Wind. We are looking for exceptionally talented, motivated, and dynamic individuals to join the North Wind team – not only to support our mission but be an integral part of our continued success.

POSITION PURPOSE:
Provides help desk support for all hardware, software, and telecom needs. Performs as part of a dedicated and customer-focused IT team to ensure that all end user needs are fulfilled.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provides phone and desk-side oversight for the timely resolution of technical issues.
• Assist Tier 1 help desk in resolving issues beyond their level of support.
• Escalates more complex issues to Tier 3 for resolution.
• Issues are to be fully documented in the ticketing system.
• Evaluates and prioritizes solutions with users and communicates estimated resolution times.

ADDITIONAL DUTIES AND RESPONSIBILITIES:

• Ability to multi-task
• Diagnose and resolve technical issues related to operating systems, applications, network connectivity, hardware malfunctions and user access problems

MINIMUM QUALIFICATIONS:

Education and Experience:

• High School
• 3+ years preferred experience in Help Desk/ Desktop Support

Skills and Abilities:

• Computer operating systems
• Networking
• Computer hardware
• Ticketing systems
• ServiceNow experience a plus
• The ability to troubleshoot problems associated with computers and associated devices
• Basic understanding of computer installation, maintenance, and software support
• Microsoft Office
• Engineering software
• Basic business software

Special Requirements:
Customer service skills

PREFERRED QUALIFICATIONS:
Some College or Certifications a plus

PHYSICAL DEMANDS:
Will require lifting boxes of computer equipment

WORKING ENVIRONMENT:
Indoors

REASONABLE ACCOMMODATION:
North Wind offers a competitive pay and benefits package to include health, life, and disability insurance benefits, 401(k) with company match, generous paid leave and tuition reimbursement for eligible employees. As a company, we are committed to employee wellness, professional development, and work-life balance. We value safety, reliability, and commitment to our people! For more information about our benefits or hiring philosophy, visit the North Wind Career Opportunities Page.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. The nature of those accommodations will be determined on a case-by-case basis. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact our Helpline +1.208.528.8718 or use the Request for Reasonable Accommodation form to get assistance.

North Wind is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, religion, or other legally protected status. All qualified applicants will receive consideration for employment without regard to their protected veteran status and will not be discriminated against on the basis of disability.

Proof of citizenship will be required as a condition of employment.

Candidates may be required to obtain and hold a Secret or Higher US Government Clearance.