Help Desk Technician II (Onsite)

Clark Pacific•Eloy, AZ

8d•$30 - $34•Onsite

About The Position

The IT Help Desk Technician II is the lead point of contact for end users seeking support and maintenance in the organization’s end-user computing environment. The role provides coaching and mentorship to first-level technicians and works with the IT Manager to develop strategy for installing, diagnosing, repairing, maintaining, and upgrading end-user devices and equipment. The Technician II troubleshoots problems in person, using remote tools, by telephone, or via chat, and provides timely, accurate end-user assistance. The role requires professionalism and confidentiality when handling staff, projects, and proprietary information. It includes helping develop processes for managing hardware and software environments, researching and recommending products, documenting and resolving service incidents within established service-level agreements, supporting employees with hardware and software, implementing hardware and computer projects, installing and updating software, performing desktop-level fixes, coordinating with vendors, supporting employee onboarding and offboarding, and contributing to technician knowledge resources and user help sheets. Reasonable accommodations may be made to enable qualified individuals to perform the essential functions.

Requirements

Bachelor’s degree in MIS or Computer Science, or equivalent experience.
At least 4 years of IT Help Desk Support experience.
Experience with desktop and server operating systems, MS Intune, Entra ID, ChatGPT, and M365.
Extensive application support experience with Microsoft Office and SharePoint.
Exceptional written and verbal communication skills, including the ability to listen and engage with all levels of the organization.
Ability to build strong relationships, engage and motivate teams representing diverse backgrounds and viewpoints, and collaborate effectively.
Demonstrated experience coaching and mentoring.
Ability to maintain attention to detail and accuracy across multiple projects while meeting goals and deadlines.
Strong organizational skills for driving topics involving multiple stakeholders and interests.
Problem-solving skills focused on remedying issues and preventing recurrence.
Ability to escalate issues while maintaining positive relationships with team members and other organizations.
Ability to promote, demonstrate, and communicate Clark Pacific’s mission, values, and core competencies.
Appropriate discretion when handling confidential or sensitive information.
Willingness and interest in stepping into a greater leadership role when needed or when an opportunity arises.
Proficiency with Microsoft Excel and Microsoft Office Suite programs.

Nice To Haves

CompTIA A+, Security+, Network+, Azure Fundamentals, ITIL Foundation, or other specialized and applicable certifications are strongly desired.
Experience administering Revit, Tekla, Viewpoint, Bluebeam, AutoCAD, and other applications used in construction is strongly desired.

Responsibilities

Serve as the lead point of contact for end users needing support and maintenance in the end-user computing environment.
Coach and mentor first-level technicians.
Work with the IT Manager to establish strategy for installing, diagnosing, repairing, maintaining, and upgrading end-user devices and equipment.
Troubleshoot problems in person, using remote tools, by telephone, or via chat, and provide timely, accurate end-user assistance.
Exercise professionalism and confidentiality when working with staff, projects, and proprietary information.
Assist in developing strategies, processes, and procedures for managing hardware and software environments.
Research hardware and software products and make recommendations.
Record, track, and document IT service incidents and resolve incidents in accordance with established Service Level Agreements.
Provide proactive support to employees to ensure hardware and software work optimally, and coach users on best practices.
Support implementation of new computers, hardware projects, and hardware installations.
Install pre-packaged software and perform software release updates as needed.
Use available tools to diagnose and assess hardware performance, and perform hands-on desktop-level fixes when remote tools are not appropriate.
Work with third-party support providers and PC equipment vendors as required.
Follow defined processes for employee onboarding and offboarding.
Contribute to the technician knowledge base and create help sheets for users.