Help Desk Support Technician II

FORTUNE SOCIETY INC•New York, NY

61d•$30 - $33

About The Position

The Help Desk Support Technician II is a critical member of the IT team, providing advanced technical support and acting as a Tier 2 escalation point for the Help Desk team. This role is responsible for the efficient diagnosis and resolution of complex hardware, software, and network issues. Beyond direct technical support, the technician will also manage IT assets, provide mentorship to junior staff, and collaborate with senior technical teams to ensure seamless IT operations across the organization.

Requirements

High school diploma or equivalent, Associate’s degree in Information Technology preferred;
CompTIA A+ required; Network+, Security+, or Microsoft certifications preferred;
Minimum 3 years of hands-on experience with workstation support, including operating systems, applications, and hardware support in a 200+ user environment;
Minimum 2 years of experience troubleshooting client-side networking and connectivity issues;
Strong knowledge of Microsoft environments, Active Directory, TCP/IP networking, and network printing;
Experience with Virtual Desktop Infrastructure (VDI) and remote support tools;
Strong MS Outlook, MS Office, and enterprise application support skills;
Knowledge of antivirus, anti-spyware, and endpoint protection solutions;
Proven ability to work effectively in a results-driven, customer service-oriented support team;
Excellent communication, organizational, and customer service skills;
Ability to multi-task with strong organizational and time management skills;
Good self-direction and ability to problem solve and work as a team;
A sense of humor.

Responsibilities

Advanced Tier 2 Support: Serve as the primary escalation point for help desk tickets conducting in-depth analysis and advanced troubleshooting to resolve issues that require a higher level of technical expertise.
Comprehensive Desktop and Remote Support: Provide timely and effective technical support to end users, utilizing both remote assistance tools and hands-on, in-person methods to diagnose and resolve a wide range of technical problems.
Hardware and Software Lifecycle Management: Install, configure, diagnose, troubleshoot, and repair a variety of hardware and related equipment, including PCs, laptops, mobile devices, and printers. This includes managing the entire lifecycle of these assets from deployment to decommissioning.
VDI and Application Support: Provide advanced support for the Virtual Desktop Infrastructure (VDI), addressing complex issues related to user profiles, session stability, and application performance within the virtual environment.
IT Asset and Inventory Management: Perform meticulous hardware and software inventory tracking and management. This includes maintaining accurate records of all IT assets and managing software licenses to ensure compliance and cost-efficiency.
Technical Training and Mentorship: Actively assist in the training and development of staff, particularly junior Help Desk Support team members. Provide guidance on best practices for using computer systems, the VDI, and other network operations.
Cross-functional Collaboration: Collaborate closely with systems administrators, network engineers, and application teams to resolve complex, cross-functional issues that cannot be handled by the help desk alone.
Documentation and Process Improvement: Proactively contribute to the expansion of the knowledge base by creating detailed technical documentation and standard operating procedures (SOPs). This ensures a consistent approach to troubleshooting and empowers the entire IT team.
Project Support: Assist the Director of Help Desk Support with special projects and assigned tasks, including system upgrades, migrations, and infrastructure enhancements.
Perform other duties as assigned.