Help Desk Technician II
United Systems, LLC•Oklahoma City, OK
•Onsite
About The Position
The Help Desk Technician II provides technical support to managed service customers by troubleshooting issues, supporting customer systems, and ensuring timely resolution. This role plays a critical part in maintaining client satisfaction and minimizing downtime through effective problem-solving and technical expertise.
Requirements
- Ticketing Software: Incident management and time allocation
- Networking: Knowledge of DHCP, DNS, circuit/ISP issues, and use of command-line tools for troubleshooting
- Documentation Tools: IT Glue
- Communication Tools: Office and Teams
- Ability to use hands to handle and control equipment
- Ability to communicate effectively (talk and hear)
- Ability to read, write, and interpret written documents
- Employees are expected to comply with company policies, meet performance expectations, and uphold organizational values.
- All employees are responsible for reporting any suspected violations of laws or standards of conduct and are expected to treat clients, customers, and colleagues with respect and integrity.
Nice To Haves
- Wireless & Switching: Knowledge is a plus
- Firewalls: Configuration and troubleshooting knowledge is a plus
- Additional software as assigned
Responsibilities
- Document all time daily (activities, projects, tickets) in real time within the ticketing system
- Respond to client inquiries via phone, email, or chat in a timely and professional manner
- Analyze and troubleshoot technical issues related to software, hardware, networks, and system configurations
- Assist with optimization and maintenance of client IT systems, including servers, networks, and software applications
- Create and maintain detailed documentation of problem resolutions, procedures, and best practices in the ticketing system
- Handle client service requests and ensure timely and effective issue resolution
- Maintain established ticket SLAs as defined by management
- Maintain customer satisfaction (CSAT) scores as defined by management
- Follow established change approval processes
- Submit weekly timesheets by end of shift each Friday
- Verify and submit relevant documentation updates
- Collaborate with other teams, including network engineers and systems administrators, to ensure cohesive service delivery
- Ensure all time and expenses are compliant with company policy
- Document all notes, meeting minutes, and customer communications in ConnectWise PSA and IT Glue as appropriate
Benefits
- 9 paid holidays
- 401K Retirement with matching contributions
- Excellent medical, vision and dental insurance
- Life insurance and disability insurance
- Cell phone stipend
- 3 weeks PTO
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
