Help Desk Technician - Level 2
About The Position
Health & Wellness Partners, LLC (HWP) is a medical and scientific communications agency that collaborates with life science industry stakeholders to develop award-winning solutions that advance patient care and transforms scientific content into compelling live and virtual user experiences through digital platforms, congress engagement, and more. We bring clients, providers, and patients outstanding educational programming paired with innovative digital and interactive dissemination vehicles. We are committed to making a difference in health care and in the lives of our team members. We aim to provide every employee with a job they love in a culture focused on career growth, well-being, and community outreach. We have been recognized as both an MM+M Best Place to Work and an Inc. Best Workplace.
Requirements
- 4+ years of related IT support experience and/or training, or equivalent combination of education and experience
- Excellent customer service skills with a track record of effective end-user communication
- Excellent verbal and written communication skills
- Experience with desktop operating systems, including Microsoft Windows 11 and macOS 15+
- Experience with Active Directory, including user account management, group policies, and permissions
- Familiarity with Microsoft 365 administration (Exchange Online, Teams, SharePoint, Intune)
- Experience with IT ticketing systems (eg, Zendesk or similar)
- Familiarity with hardware-level changes to laptop computers
- Solid understanding of network concepts and TCP/IP, and the ability to troubleshoot internet connectivity issues
- Ability to carry/relocate computer equipment weighing up to 60 lbs
- Ability to work independently, prioritize competing requests, and be a self-starter
- Strong analytical skills and a detail-oriented approach to problem-solving
- This is an in-office position. Must be able to commute to our Upper Saddle River, NJ office.
Nice To Haves
- Experience with remote monitoring and management (RMM) tools is a plus
- Familiarity with mobile device management (MDM) platforms such as Microsoft Intune is a plus
- Experience with server operating systems, including Windows Server 2022+ is a plus
- Relevant certifications such as CompTIA A+, CompTIA Network+, or Microsoft certifications are a plus
Responsibilities
- Triage incoming requests to the Help Desk via telephone, web portal, or email to ensure courteous, timely, and effective resolution of end-user issues
- Prioritize incidents and service requests to meet department-defined service-level agreements
- Troubleshoot and resolve (or in rare circumstances escalate) Windows® and Microsoft® Office issues to senior team members
- Troubleshoot and resolve or escalate standard company software applications (e.g., Microsoft Teams, Zoom, Adobe Suite, web browsers)
- Troubleshoot and resolve or escalate VOIP phone issues
- Manage end-to-end onboarding and offboarding of user accounts and/or devices
- Complete server-level access tasks as assigned by senior team members
- Serve as an escalation point for Level I tickets, reviewing and resolving issues that exceed L1 scope before escalating to senior team members
- Manage and maintain user accounts and permissions in Active Directory, including group memberships, access rights, and password policies
- Support endpoint security and patch management, ensuring devices remain up to date and compliant with company standards
- Maintain and contribute to the IT knowledge base, documenting resolutions and procedures to improve team efficiency
- Assist with hardware asset management, tracking inventory, coordinating equipment procurement, and managing device lifecycle
- Meet or exceed all company security standards
Benefits
- Immediate eligibility for all benefits, including medical, dental, vision, group term life, short-term and long-term disability
- Benefits 100% company paid
- 401k plan employer matching contributions
- Eligibility for company sponsored incentive plans
- Generous PTO, including a week off in December for the holidays
- Paid volunteer time off
- Tuition reimbursement
- On-site gym and other employee wellness initiatives
- Employee Assistance Program
- Comp pay or comp time for onsite weekend work
- Availability of cell-phone stipends, based on business need
- Leadership development training program and other career development programs
- Remote and hybrid work schedule options
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
