IT Help Desk Technician II

BKF•Costa Mesa, CA

2d•Hybrid

About The Position

In this advanced support role, you will provide exceptional technical assistance to users and play a crucial part in maintaining our organization's IT infrastructure. You will utilize your expertise to troubleshoot complex issues and mentor junior team members.

Requirements

2-4 years of experience in IT support or help desk environments.
Strong troubleshooting skills with experience in diagnosing and resolving technical problems.
Proficient in Windows OS, Microsoft Office applications, and network protocols.
Excellent written and verbal communication skills with a focus on customer service.
Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.

Nice To Haves

Bachelor's degree in Information Technology, Computer Science, or related field preferred; relevant work experience will be considered.
Experience in mentoring or training junior staff is a plus.
Willingness to work flexible hours when necessary to assist with critical issues.

Responsibilities

Troubleshoot and resolve a variety of technical issues related to hardware, software, and networking for end-users.
Serve as a primary point of contact for Tier 1 and Tier 2 technical support issues, resolving routine requests independently while taking ownership of more complex problems and escalating when appropriate.
Oversee the installation, configuration, and upgrading of systems, applications, and peripherals.
Develop and maintain documentation for IT processes, procedures, and troubleshooting guides.
Monitor and manage help desk ticketing system to ensure timely responses and resolutions.
Mentor and train junior help desk staff in best practices and technologies.
Implement and assist in IT projects including installations, upgrades, and migrations.
Stay up-to-date with the latest technologies to efficiently support users and enhance systems.