Desktop Support Specialist - Level II

Gothic Landscape•Tempe, AZ

23h•Hybrid

About The Position

The BILINGUAL Level II Help Desk Technician will provide advanced technical support to our internal customers, ensuring a seamless and efficient IT environment. The ideal candidate will exhibit strong problem-solving skills, extensive technical knowledge, and excellent communication abilities. They will be responsible for resolving more complex issues across all IT platforms while demonstrating excellent customer service. They must be able to work independently, but still be able to demonstrate team collaboration across a multi-site IT support structure. Bilingual in English and Spanish is required.

Requirements

Advanced knowledge of Windows 10/11 operating systems, Active Directory, Exchange, and network protocols.
Excellent verbal and written communication skills.
Strong analytical and problem-solving abilities with a focus on customer satisfaction.
Bilingual in English and Spanish is a requirement of this position.
Ability to lift and move equipment weighing up to 50 lbs.

Nice To Haves

Bachelor’s degree in Information Systems, Computer Science, or a related field.
Relevant certifications such as CompTIA A+, Network+, Security+, or Microsoft Certified: Modern Desktop Administrator Associate.

Responsibilities

Cultivate and promote a growth mindset within the IT team, encouraging continuous learning, innovation, and adaptability.
Model excellent customer service by clearly communicating the solution to the end user while demonstrating patience and empathy.
Provide guidance to less senior technicians, helping to enhance their technical skills.
Diagnose and resolve complex technical issues, including software, hardware, and network problems.
Handle incidents and service requests within the Zendesk Ticketing system, ensuring timely resolution and compliance with SLA performance metrics.
Perform advanced tasks in Active Directory, Exchange, and File Administration.
Assist in managing and troubleshooting network-related issues, including RDS / Terminal Services remote access.
Identify and mitigate security threats, including phishing and malware, using various cybersecurity tools.
Assist with remediating high-risk vulnerabilities.
Create and update technical documentation, knowledge base articles, and standard operating procedures.
Assist with IT projects, including deployments, migrations, and upgrades.
Install, configure, and troubleshoot more complex hardware and software issues (SAGE, Paperless).
Configure, manage, and support mobile devices (smartphones, tablets) across various platforms (iOS, Android) using Mobile Device Management (MDM) solutions.
Provide remote support for multiple locations and occasionally conduct site visits, which may include overnight stays.
Provide weekend or after-hours support as needed.