IT Help Desk Technician II

ORNL Federal Credit Union•Oak Ridge, TN

22h•Onsite

About The Position

The IT Help Desk Technician II is responsible for providing technical guidance and support when needed for level I (Tier-One) technicians while providing essential level II (Tier-Two) technical support with a strong focus on customer service, problem solving, and root cause analysis for ORNL Federal Credit Union. This role supports end users and other members of the Information Technology department by troubleshooting application software, operating systems, computer hardware, mobile devices, and peripherals to diagnose and resolve recurring or unique problems escalating to level III (Tier-three) technicians or appropriate IT groups with detailed evaluation and triage. The IT Help Desk Technician II is responsible for serving as a primary escalation point from IT Help Desk Technician I, performing advanced troubleshooting and identifying root causes of issues, providing clear, regular updates to customers on incident and service request status, and executing enterprise console management tasks (e.g., URL whitelisting, malware troubleshooting, mobile device management, and other enterprise console systems). Field work, including on-site support at branches, is required of the role. This position also involves providing guidance to Level I Help Desk technicians, performing advanced diagnostics and resolution of hardware, software, and access issues, and communicating effectively with users. The role supports various environments including Windows, VDI, Apple/MacOS, iOS/iPadOS, iPhone, Android, and productivity platforms like Microsoft 365 or Google Workspace. It also involves installing, configuring, testing, and supporting equipment at branch and department locations, performing sysadmin-level tasks using enterprise consoles, conducting root cause analysis for recurring issues, documenting solutions, creating knowledge base articles, and acting as a mentor. Additionally, the technician will work on special projects, act as a backup for system administrators, assess functional needs for purchases, and work with vendors to resolve technical problems.

Requirements

Three or more years of experience troubleshooting computer hardware and software problems via phone and in person.
One or more years of experience providing user support in a virtual desktop infrastructure (VDI) environment.
Two or more years of experience working in an enterprise Active Directory environment.
One or more years of experience working in an Ethernet-connected TCP/IP network environment.
Two or more years of experience providing user support for Apple/macOS and iOS/iPadOS devices (Mac, iPhone, iPad) in a business or educational environment.
Three or more years of demonstrated experience in customer-facing technical support, including communicating status, explaining solutions, and managing expectations.
Associates degree in Information Technology, Computer Science, or in a related field.
Current technical certification (such as CompTIA A+, Google IT Support Professional, or equivalent).
Proficiency with Microsoft Windows operating systems for desktops and laptops.
Proficiency with macOS and iOS/iPadOS configuration and troubleshooting (including device enrollment, security policies, VPN/MFA, standard business applications).
Proficiency with Microsoft Office and/or Google Workspace productivity and collaboration tools.
Proficient in desktop computer hardware maintenance and peripheral troubleshooting (printers, scanners, webcams, headsets, etc.).
Proficient understanding of networking fundamentals at the endpoint level (TCP/IP, DNS, DHCP, Wi-Fi connectivity, VPN client behavior).
Ability to diagnose complex issues methodically, identify likely root causes, and test and validate solutions.
Ability to extract technical information from employees who may not understand technical terms and to restate technical concepts in non-technical language while maintaining accuracy.
Ability to learn and effectively use enterprise management and monitoring tools (endpoint management, MDM, antivirus/EDR, logging/monitoring).
Strong customer service skills with a focus on ownership, follow-through, and user satisfaction.
Strong written communication skills for email, chat, and ticket/knowledge base documentation.
Ability to work effectively on a team, respond to fluctuating workload and priorities, and welcome constructive feedback.
Ability to troubleshoot endpoint and client issues for badge access and camera viewing applications and to work effectively with the appropriate team and staff when issues extend beyond user support or workstation configuration.

Nice To Haves

One or more years of experience with ITIL/ITSM-based service management processes (incident, request, problem, change).
One or more years of experience assisting users with physical security access badge systems and security camera viewing applications (e.g., endpoint/client issues, usage questions, and coordination with the appropriate teams).
Additional relevant certifications (e.g., CompTIA Network+, Microsoft, Apple, ITIL Foundation).

Responsibilities

Provides guidance to Level I Help Desk technicians.
Primary duties are Level II Help Desk technical support with a proficient customer service focus via phone, email, remote tools, and in person.
Listening effectively to understand user concerns and impact on business operations.
Performing advanced diagnostics and resolution of hardware, software, and access issues.
Communicating in clear, non-technical language and setting realistic expectations.
Providing regular, proactive status updates to users on open incidents and service requests.
Documenting detailed troubleshooting steps and outcomes in the service/ticket management system.
May require Level I (Tier-One) technical support when needed during low staff availability and/or increased workloads.
Supports Windows desktop computers, laptops, and Surface tablets with their software applications and peripherals.
Supports Virtual desktop infrastructure (VDI), including user session access, profile issues, printers with VDI, and related client-side configuration.
Supports Apple/MacOS computers and iOS/iPadOS devices (Mac, iPhone, iPad) used by staff for business purposes.
Supports iPhone and Android mobile phones, including email, MFA, and business app configuration.
Supports Productivity and collaboration platforms such as Microsoft 365 and/or Google Workspace (per organizational standard).
Supports Physical security access badge systems and security camera viewing applications at a Level II scope, including resolving endpoint or client software issues and advanced usage questions, and coordinating with the appropriate team when system administration, installation, placement, configuration, or monitoring is required.
Installs, configures, tests, and supports computers, peripheral equipment, and software at branch and department locations within established standards and guidelines, with a focus on minimal disruption to users.
Provides on-site assistance for deployments, desktop/laptop installations, moves/adds/changes, and equipment replacement.
Ensures proper connectivity to the network, printers, VoIP phones, and VDI resources.
Communicates plans, progress, and any issues to branch staff and management, ensuring they understand what to expect and when.
Performs sysadmin-level tasks and advanced troubleshooting using enterprise consoles and toolsets under the direction of senior technicians or system administrators, with an emphasis on problem solving and root cause identification.
Performs Endpoint management, patching, and antivirus/EDR tools tasks.
Performs Mobile Device Management (MDM) for iOS, macOS, Android, and Windows devices tasks.
Performs Virtual Desktop administration at the user/session level (e.g., basic profile resets, printer mappings, client upgrades) tasks.
Performs URL whitelisting, web filtering exceptions, and basic security policy adjustments following change control processes tasks.
Troubleshoots workstation or client-side issues related to access badge and camera viewing applications (such as application performance, connectivity to the viewing service, or profile-related problems), while leaving all system administration, installation, placement, configuration changes, and active monitoring to the appropriate team and appropriate personnel.
For recurring or high-impact issues, perform root cause analysis and documents findings and recommendations.
Documents issue details, troubleshooting steps, and resolutions in the ticketing/service management system in a clear, thorough, and customer-focused manner.
Records symptoms, impact, steps taken, and final resolution to support future troubleshooting.
Updates tickets regularly so users and other IT staff can see current status.
Creates and maintains knowledge base articles and standard procedures for common issues and requests, emphasizing repeatable solutions and prevention of recurrence.
Communicates effectively with end users, peers, and management.
Provides timely, understandable updates to customers throughout the life cycle of incidents and service requests.
Ensures users know when their issue is resolved and verifies that the solution meets their needs.
Collaborates with other IT staff to hand off issues that require higher-level intervention, ensuring a smooth and informed transition.
Acts as a mentor and resource to IT Help Desk Technician I staff, modeling strong customer service behaviors and systematic problem-solving techniques.
Works on special projects and initiatives within IT, which may include: Hardware and software rollouts and refreshes, Pilot programs for new tools or platforms, Process improvement efforts related to Help Desk operations, customer experience, and endpoint support.
Acts as a backup for system administrators and IT Help Desk Technician III on specific systems or processes as assigned.
Assesses functional needs to determine specifications for desktop, laptop, mobile device, and peripheral purchases.
Gathers requirements from users, documenting business needs and expectations.
Works with vendor contacts to resolve technical problems with third-party desktop computing equipment, software, and services (including RMA/warranty processes), and communicates status and resolutions back to users.
Performs other job related duties as assigned.