Help Desk Technician II
About The Position
The Tier II Helpdesk Technician provides advanced technical support for IT-related issues across the organization and serves as an escalation point for Tier I support. The role helps maintain system uptime, deliver excellent service to end users, and support IT projects and initiatives. The technician configures, deploys, troubleshoots, and repairs hardware and software; administers Active Directory; supports printers and multifunction devices; and manages VOIP phone systems. The role also handles tickets, documents solutions, collaborates with IT colleagues and other teams, contributes to technology projects, and identifies opportunities for improvement. This position is based at the company’s Headquarters and requires travel to satellite offices as needed (5%). The Monday–Friday schedule may be assigned as either 8:30 AM–5:30 PM or 1:00 PM–10:00 PM, based on business needs. The firm describes a collegial, collaborative, performance-driven environment that prioritizes internal promotion, training, and professional development. Employees may have opportunities for advancement as experience, education, and performance develop.
Requirements
- A minimum of 2 years of experience in IT support.
- Proficiency in Active Directory administration.
- Experience managing and troubleshooting printers.
- Strong hardware and software troubleshooting skills.
- Familiarity with IP phone systems.
- Experience in computer imaging and deployment.
- Project management skills and the ability to handle multiple tasks simultaneously.
- Excellent communication and interpersonal skills.
Nice To Haves
- A degree in Information Technology or a related field is preferred.
- CompTIA A+ certification.
- CompTIA Network+ certification.
- Cisco Certified Network Associate (CCNA) certification.
- ITIL Foundation certification.
- CompTIA Security+ certification.
- Microsoft Certified: Azure Fundamentals certification for cloud-based environments.
Responsibilities
- Provide advanced troubleshooting and resolution for issues escalated from Tier I support.
- Configure, deploy, troubleshoot, and repair hardware and software, including Windows and macOS desktops, laptops, and tablets.
- Manage Active Directory accounts, group policies, and permissions.
- Install, configure, and maintain office printers and multifunction devices, and troubleshoot printing issues.
- Manage and maintain VOIP phone systems, including user setup and removal.
- Respond promptly to tickets and provide timely updates and resolution.
- Prioritize and manage workload to meet service levels, deadlines, and changing business needs.
- Take ownership of assigned tasks and incidents and drive them to completion with minimal supervision.
- Escalate unresolved or complex issues to appropriate internal or external resources with clear documentation.
- Collaborate with IT colleagues and cross-functional teams to resolve issues and support business operations.
- Contribute to technology-related projects, including planning, execution, and follow-through.
- Create, update, and maintain IT documentation, guides, and best practices.
- Proactively identify issues or opportunities for improvement and take initiative to address them.
- Pursue ongoing technical development through training and industry certifications.
- Travel to satellite offices as needed.
Benefits
- Training and professional development.
- Opportunities for internal promotion and career advancement.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
