IT Helpdesk Technician II

Hope CU•Montgomery, AL

1d•Onsite

About The Position

The IT Helpdesk Technician II provides first-and second-level technical support for company systems, applications, and end users. This role s responsible for troubleshooting hardware and software issues, supporting Windows and macOS environments, assisting with technology deployments, and supporting new employee onboarding tasks. The ideal candidate demonstrates strong technical, problem-solving, and customer service skills while ensuring efficient and secure technology operations. This position is will reside onsite for locations in Montgomery, AL, Jackson, MS or Atlanta, GA.

Requirements

High School Diploma or GED
2-4 years of experience in a help desk or IT support environment (i.e., desktop systems, and communication devices using current technologies)
Ability to travel up to 25% (e.g., meetings, trainings)
Proven experience supporting Windows and macOS desktop environments (e.g., printers, scanners, desktops, laptops, mobile devices, photocopy systems)
Experience supporting a 250+ node network.
Working knowledge of desktop technologies, communication devices, and network protocols
Familiarity with help desk ticketing systems and IT service management (ITSM) practices
Strong problem-solving and analytical skills
Ability to manage multiple tasks and projects simultaneously in a fast-paced environment
Excellent written and verbal communication skills with the ability to interact effectively with all levels of the organization
Ability to create technical documentation and user-facing instructions

Nice To Haves

Experience with Linux or Unix in financial environment

Responsibilities

Provide Tier 1 and Tier 2 technical support through the help desk ticketing system, email, and instant messaging platforms
Troubleshoot and resolve issues related to hardware, software, operating systems, and connectivity issues for Windows and macOS environments
Assist with hardware and software installations, upgrades, and deployments
Support new employees onboarding and offboarding, including workstation setup, system access, and equipment provisioning
Monitor support trends and recurring issues; document findings and recommend solutions or system improvements
Coordinate application installation and acceptance with end users and provide user assistance on application operations.
Analyze user needs, workflows, and system capabilities to recommend automation and commercially available software solutions
Develop, maintain, and update technical documentation and end-user guides
Assist with technology research, planning, and continuous improvement initiatives
Perform general administrative tasks to include attending meetings and preparing production reports
Assist with technology planning through ongoing research.