Help Desk Support Agent II

Job Description:Job Title: Help Desk Support Agent IILocation: Springfield, MoDepartment: Information TechnologyEmployment Type: Full-timeShift: Monday - Friday 8:00 A.M. - 5:00 P.M.Job Summary:The Helpdesk Support Agent II is a crucial support specialist responsible for assisting end-users with software and hardware inquiries promptly. They record and respond to end-user support issues, including all basic department-handled problems. Proactively improving end-users' skills is a priority for the agent, who schedules one-on-one and group training sessions while maintaining accurate training materials in both paper and web-based formats.With strong problem-solving abilities, the agent efficiently addresses complex user issues, communicating effectively with administration and department heads about pending problems and desktop application changes. Hardware maintenance tasks include routine technical upkeep, repairs, and parts replacement.The Help Desk Support Agent II position offers+ All-Inclusive Employee Benefits Package - A robust full-time employee benefits package encompassing health, dental, vision, retirement, disability, life insurance, wellness program, and more+ Telemedicine 24/7 phone, web, or mobile app medical, behavioral health, & dermatology visits+ Employee Assistance Program 24/7 counseling services, legal assistance, & financial consultation for you and your household at no cost [always include this]+ Paid Time Off - 29 days per year including vacation & holiday pay+ Workplace Culture - An environment cultivating employee wellbeing, valuing each individual's humanity, and actively promoting healthy, joyful workforce engagementKey Responsibilities:+ Act as support specialist for end-users by recording end-user support issues/questions and providing timely response for assistance with software and hardware questions/issues as well as all basic issues handled by the department.+ Schedule and prepare one-on-one and group training to assist the proactive improvement of end-users skills.+ Maintain accurate and effective end-user training materials via paper and web-based manuals and assistance tools for both the Microsoft standard products as well as standard business software used through the organization.+ Problem Solve complex user issues. Communicate with Administration and Department Head staff about pending problems and changes in desktop user applications.+ Train staff on computer use+ Provide an accurate inventory recording of all equipment related to information technologies and all end-users.+ Perform other duties as may be assigned by the supervisor.+ Minimal technical leadership that is Support focused+ Moderate to high ticket closure rate with minimal escalation returnsExperience and/or Education Qualifications:+ 3 years of IT support experience.+ Able to work in the Springfield, MO office for training and occasional projects.+ Effectively use all Microsoft Office products (current and most recent versions).We are an Equal Opportunity and Affirmative Action Employer, and encourage applications from all qualified individuals without regard to race, color, religion, sex, gender identity, gender expression, sexual orientation, national origin, age, marital status, disability or veteran status, or to other non-work related factors.Brightli is a Smoke and Tobacco Free Workplace.