Help Desk Support II
Litehouse•Sandpoint, ID
•Onsite
About The Position
As a Help Desk Support II, you'll be the go-to resource for resolving complex technical issues that keep our employees and manufacturing operations running smoothly. You'll troubleshoot advanced hardware, software, and system issues, support production-critical technology, and partner with IT teams to deliver outstanding customer service. If you enjoy solving problems, mentoring others, and working in a fast-paced environment where no two days are the same, we'd love to hear from you.
Requirements
- Associate's degree in Information Technology, Computer Science, or a related field required
- 2-4 years of progressive IT support experience, including advanced desktop, application, and enterprise system troubleshooting
- Experience working with ticketing systems and meeting service level agreements in a fast-paced help desk environment
- Strong knowledge of Windows operating systems, enterprise applications, hardware, networking fundamentals, VPNs, and IT security best practices
- Excellent troubleshooting, communication, customer service, and organizational skills
- Ability to manage multiple priorities while collaborating effectively across IT teams
- CompTIA A+ certification required
- Must be able to pass a background check.
Nice To Haves
- Experience supporting manufacturing or production environments preferred
- Network+ or other technical certifications preferred
Responsibilities
- Resolve escalated hardware, software, system, and application issues while delivering exceptional support through phone, email, remote tools, and in person
- Diagnose complex technical problems, perform root cause analysis, and implement long-term solutions to improve system reliability
- Support manufacturing technology, including industrial PCs, scanners, printers, labelers, and other production-critical equipment
- Manage service desk tickets, prioritize requests, maintain accurate documentation, and consistently meet service level agreements (SLAs)
- Administer user accounts, system access, security groups, onboarding, offboarding, and multi-device configuration
- Create and maintain knowledge base articles, standard operating procedures, and technical documentation while mentoring and supporting Tier I technician
- Promote IT security, compliance, and technology best practices across the organization
Benefits
- 401(k) with generous company match
- Medical, dental & vision insurance
- Life insurance and disability coverage
- Paid time off and holidays
- Employee stock ownership plan (ESOP)
- Career development and internal promotion opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
