Helpdesk Technician II

Description

• Communicate technical information clearly and effectively to non-technical users.
• Collaborate with other I.T. teams to resolve major outages or complex infrastructure-related issues.
• Create and update knowledge base articles (KBA) and standard operating procedures (SOPs) for both end-users and Level 1 staff.
• Troubleshoot and resolve software issues, including OS configurations (Windows), Microsoft 365/Google Workspace.
• Mentor and provide guidance to Level 1 Helpdesk staff.
• Diagnose, troubleshoot, and resolve hardware problems (desktops, laptops, printers, mobile devices, servers).
• Prioritize and manage multiple outstanding support tickets efficiently.
• Assist with monitoring and maintenance of I.T. systems, including patch management.
• Serve as an escalation point from Level 1 support for complex technical issues, including advanced operating system errors, network connectivity problems, and application-specific issues.
• Perform user account management, including creation, modification, and termination.
• Troubleshoot basic to intermediate network issues (TCP/IP, DNS, DHCP, VPN clients, Wi-Fi connectivity) in collaboration with Helpdesk Manager & IT Operations Staff.
• Configure and deploy new hardware and software.
• Thoroughly document all technical issues, troubleshooting steps, and resolutions in the ticketing system (e.g., Zendesk).
• Manage and troubleshoot security permissions for network shares and applications.

Requirements

• Familiarity with ticketing systems and Service Level Agreements (SLAs).
• Proven experience handling escalated technical support issues.
• Experience with hardware repair and configuration (PC, laptop, peripheral components).
• Microsoft Certified: Modern Desktop Administrator Associate (MD-100/101).
• Expert proficiency in troubleshooting and supporting Microsoft Windows (10/11).
• Minimum of 5-6 years of experience in a Helpdesk, Desktop Support, or I.T. support role.
• Basic understanding of networking concepts (IP addressing, Subnetting, basic switch/router configurations).
• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field preferred.
• Equivalent experience may be considered in lieu of a degree.
• CompTIA A+
• Solid experience with troubleshooting and supporting Google Workspace and
• Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive).
• Maintain a high degree of professionalism and empathy while interacting with users via phone, email, remote connection, or in-person.
• Strong working knowledge of Microsoft Active Directory/Azure AD (user/group management, GPOs).

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance