What You'll Do
We trust that as an IT Help Desk Analyst II you will:
- New user account setups for all related systems
- Active Directory/GAL Maintenance
- Password resets in various applications
- IT Exit Form Process/Tracking
- RDP session resets
- RDP published application setups/troubleshoot/support
- Phone/iPad support
- Smartphone support
- Printer installations
- Network Copier/Scanner support/setup on network
- O365 & various software issues
- Troubleshoot basic hardware issues
- VPN hardware/software troubleshooting
- Digital Sales Office support
- Send out I.T. related application/server downtime alerts to users
- Assist with conversions and upgrades as needed
- You are willing to perform other duties as assigned
- Provide second level support to the Service Desk Analysts including recommendations for escalating tickets to other Resolver groups
- Monitor all teams' tickets less than 'solved' for timely updates (SLA expectations)
- Monitor all teams' queues to identify potential Critical/Major Incidents
- Review escalated issues sent to other resolver groups for team training opportunities
- Review escalated issues sent to other resolver groups for team training opportunities
Sound Like You?
You might be just who we're looking for if you have
- 2+ years hands on experience in network, hardware, software administration and telecommunications with remote support experience
- Professional experience with Windows 10, Office 365, Firewalls
- Professional experience with wireless communications and VPN technologies
- Proficiency in desktops and tablet computers
- Proficiency in Windows Server OS
- LAN/WAN configurations and operations
- Knowledge of network equipment to include routers, firewalls, and switches
- Clear understanding of protocols and the ability to configure and troubleshoot them
- (TCP/IP, DNS, WINS, DHCP, EIGRP, SNMP, SMTP, FTP, VPN, BGP, Network Monitor etc.)
FLSA Status: Non-Exempt
- This position is considered a non-exempt position for purposes of wage-hour law, which means that you will be required to keep a time record and will be eligible for overtime pay.
Essential Functions:
Successful job applicants will be able to perform these functions. Reasonable accommodation will be made to enable individuals with disabilities to perform the essential functions.
- Report to Division/Corporate (remotely) daily and adhere to schedule
- Ability to access, input, and retrieve information from a computer and/or electronic device
- Ability to have face to face conversations with customers, co-workers and higher-level manager
- Ability to sit or stand for long periods of time and move around work environment as needed
- Ability to operate a motor vehicle if applicable
- Comply with company policies and procedure
Physical Demands:
- Must be able to able to remain in a stationary position up to 50% of the time
- The ability to frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds
*Taylor Morrison experience and/or successful completion of training program may override required education and/or experience requirement.
Job descriptions are not intended as, nor should be construed to be, exhaustive lists of all responsibilities, skills, efforts, or working conditions associated with a job. They are intended to be accurate reflections of those principal job duties and responsibilities essential for making fair pay decisions about the job.
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