HelpDesk Technician II

Sensiba LLP • HI

132d • $16 - $31

About The Position

The HelpDesk Technician II will serve as an advanced support role, bridging the gap between entry-level and more experienced technical support. This position is responsible for addressing intermediate technical issues, delivering high-quality support to end-users, and maintaining the efficiency of technology systems. The Technician II will troubleshoot hardware, software, network, and connectivity issues, escalate more complex problems to Tier III support, and contribute to IT tasks and projects. Additionally, this role includes mentoring junior staff and enhancing the overall productivity of the help desk team. This is a remote position. We are looking for someone based in Hawaii or someone willing to work a swing shift from 10:00 AM to 7:00 PM to support our international employees.

Requirements

• High School Diploma required
• 2+ years of experience in a technical support role or similar position, with a solid understanding of IT systems and troubleshooting techniques
• Associate’s Degree or relevant technical certifications preferred
• Basic knowledge of Active Directory preferred
• Familiarity with both Microsoft and Mac OS environments, along with basic networking skills, is required
• Must be able to provide after-hours support as needed and handle both remote and on-site support tasks
• Strong understanding of hardware, software, network, and connectivity issues
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users
• Demonstrated ability to manage multiple tasks and prioritize effectively in a fast-paced environment
• Excellent attention to detail in troubleshooting and documentation
• Strong ability to collaborate within a team environment, providing mentorship and support to junior staff members
• Thorough understanding of help desk processes, including ticketing systems, issue triage, and prioritization based on system criticality, user needs, and business objectives

Nice To Haves

• Engages in continual learning to stay current on industry trends, new technologies, and system improvements, further enhancing technical skills and support capabilities

Responsibilities

• Manage the deployment and setup of PCs, laptops, and printers using predefined configurations
• Oversee office workstation setups and cable management
• Respond to support requests via ticketing system, email, and phone, ensuring prompt resolution
• Document incidents and solutions, maintaining a detailed knowledge base
• Prioritize and manage incoming requests, escalating as necessary
• Collaborate with vendors to resolve technical issues related to desktop equipment and software
• Participate in project work and assist in training other team members as needed
• Effectively prioritize and resolve issues while mentoring junior staff and collaborating within a team environment

Benefits

• Comprehensive Health Coverage – Medical, dental, and vision.
• Retirement & Financial Planning Support – 401(k) with match, financial wellness programs.
• Generous Paid Time Off – Vacation, sick time, holidays, and volunteer days.
• Flexible Work Arrangements – Hybrid or remote options, flexible hours.
• Performance-Based Bonus – Recognition for your contributions through discretionary bonuses.
• Professional Development Opportunities – Tuition reimbursement, certifications, mentorship.
• Career Growth & Internal Mobility – Clear paths for advancement and role transitions.
• Inclusive & Supportive Culture – DEI initiatives, employee resource groups, wellness programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 251-500 employees