Help Desk Level II

Fort Lauderdale, Florida
Not Specified
May 12, 2019
Jul 11, 2019
Job Type
Not Specified
Career Level
Not Specified

Help Desk Level II

Help Desk Level II is responsible for ensuring proper desktops, portables, peripherals (i.e., printers and projectors) and software operation so that end users can accomplish business tasks. Prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Provide guidance, monitor tickets, investigate unresolved issues, troubleshoot configuration issues, perform software installations, and hardware repairs.

The following are the usual, basic and essential functions of the position. These functions are not to be construed as an exhaustive list of all responsibilities, duties and skills required.

Duties and Responsibilities:

  • Field incoming requests from end users via telephone, e-mail or other established support channels

  • Document all relevant information including name, organization, contact information, asset details, nature of issue, troubleshooting steps taken and resolution

  • Proactively engage the required resources to ensure the customer expectation is exceeded in a timely manner

  • Identify and learn appropriate software and hardware used and supported by the organization

  • Knowledge of relevant call tracking applications

  • Monitoring Anti-Virus System (Sophos)

  • Monitoring System Alerts (SolarWinds)

  • Work on-call on an as needed basis

  • Document re-occurring problems and identify the root cause to find solutions

  • Administer, configure and provide Level I troubleshoot for telephone system

  • Help end users with printer setup and basic printing troubleshooting needs

  • Assist end users with minor corporate assigned mobile devices issues, setup and configuration

  • Manages/updates the supply inventory

  • Support remote and traveling users via remote login and phone

  • Prepares computers/workstations with all the necessary hardware and software component, and creates user accounts (as needed)

  • Advanced administration of other systems as assigned, trained or mentored by senior members of the team or instructed in special training sessions

  • Advanced administration and basic troubleshooting of Office 365


  • Network+ Certification

  • High School degree I GED required

  • Minimum (3) three years experience in a help desk environment

  • A+ Certification desired but not mandatory

  • Ability to multi-task and with interruption

  • Ability to work in a close team environment

  • Ability to lift 10-15lbs

  • Possess an upbeat, positive and enthusiastic attitude


  • Medical, dental and vision insurance (post 60-day probationary period)
  • 401(k) Retirement Plan with a Company match up to 5% of your contribution and match is fully-vested (post 90-day probationary period)
  • Paid vacation (post 90-day probationary period)
  • Free health club membership

Universal Insurance Holdings, Inc. is an Equal Opportunity Employer. We consider the best qualified individuals available, without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law.

By submitting your resume for this position, you understand and agree that Universal Insurance Holdings, Inc., may share your resume, as well as any other related personal information or documentation you provide, with its subsidiaries and affiliated companies for the purpose of considering you for other available positions.

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