IT Helpdesk Technician II
About The Position
The IT Helpdesk Technician II is primarily responsible for supporting end users. As the main point of contact for IT support, the Technician must be able to communicate and interact with both technical and non-technical staff and volunteers throughout the organization. Working closely with other IT Staff to manage our helpdesk ticketing system, this position will provide onsite and remote troubleshooting, maintaining the PC environment by deploying appropriate upgrades, patches, and updates as necessary. The IT Helpdesk Technician II analyzes, prioritizes, resolves or escalates technical issues in a timely manner through the effective use of available resources. This job might be for you if: You are passionate about ending hunger You have proven experience with supporting technology in the workplace in addition to outstanding communication skills You take a logical approach to problem solving due to your strong analytical skills You enjoy working with people, demonstrating excellent service skills while you provide technical support You have a positive, service-oriented personality You possess strong organizational and time-management skills You are results oriented, self-motivated, professional, and a reliable team player You enjoy working in a dynamic environment, with a demonstrated ability to work on multiple projects/issues at once You are proactive and resourceful You are able to understand, adapt to, and build upon the work of others
Requirements
- Minimum of 5+ years hands-on IT Helpdesk experience configuring, troubleshooting, and repairing end user devices
- Strong working knowledge of cloud technologies (Azure and Active Directory)
- Strong experience in networking protocol, Ethernet, TCP/IP, DNS, DHCP and Unified Communication (8x8)
- Excellent knowledge of Microsoft Office suites O365
- Strong customer service and communication skills, with the ability to effectively communicate with both technical & non-technical peers.
- Strong team player.
- Excellent problem-solving skills and self-directed, requiring minimal daily supervision
- Effective interpersonal communication skills for establishing and maintaining effective working relationships with peers and staff at all levels
- Ability to lift 25 lbs
Responsibilities
- Monitor Zendesk helpdesk ticketing queue and provide resolution for requests
- Onboard new users via IT in person orientation and offboard users via EDS system
- Update and deploy Microsoft Intune image for laptops, desktops, and tablets
- Troubleshooting Windows operating systems in both network domain and Azure environment
- Set up MFA and SSO for users via Microsoft Authenticator or YubiKey security fob
- Maintain 8x8 VOIP phone system user add/delete/access permission
- Maintain Zoom Rooms and provide AV support for All Staff and Board meetings
- Troubleshoot approved applications, laptop/desktop/tablet/phone, printers, network and VPN issues
- Troubleshoot anti-malware and security software (Cisco Umbrella, Sentinel 1, Malwarebytes) issues
- Provide remote support to employees in the field, at home, and other office locations
- Provide training to end users on the new acquired software and hardware technology
- Perform other duties as assigned by the Senior Manager of Information Technology or Director of Information Technology.
Benefits
- Outstanding and generous health benefits program
- 4-5 weeks of Flexible Time Off (vacation and sick)
- eleven paid holidays
- retirement plan
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
