The IT Help Desk technician II is a hands-on role that requires an excellent communicator who can use their own initiative to work as a team or independently. The candidate will be responsible for supporting 300+ users both on-site and remotely in a fast-paced environment within a team of skilled IT professionals. The ideal candidate will be highly motivated and have a basic understanding of networking and servers as well as a thorough understanding of desktop and application support. This is a dynamic support role with growth potential where pro-activity, documentation skills, compliance, and a solution-driven mindset are required. This position is frequently the “face of IT” within the organization and needs to convey an attitude of caring and competence in all interactions.
This role offers an individual with the basic skills the opportunity to expand their knowledge into all aspects of core IT administration, networking, and innovation.

• Acts as a front-line interface to users, accepting requests for technical assistance and resolving routine computing problems.
• Responds to user requests for service in a prompt, friendly, and customer service-oriented manner.
• Provide Helpdesk coverage and log, prioritize, categorize, and document all phone and email requests received by the Helpdesk system.
• Troubleshoot, diagnose, and resolve technical support issues for users, communicate status and follow through to completion.
• Monitor, report, and respond accordingly to all systems alerts from the Monitoring System
• Follow procedures to assign and escalate complex calls to the appropriate internal or third-party technical support person.
• Provide hardware, software, telecom, printing, audio-visual, and network support to users and external clients as necessary.
• Setup, deploy, and troubleshoot user endpoint devices, printers, and other PC hardware and peripherals. Knowledge of imaging technologies such as Microsoft Intune, Deployment Toolkit, and RMM tools is a plus.
• Provide Basic (Level 1) support, troubleshooting, and problem-solving on a local area network (LAN) and on a wide area network (WAN) using standard network troubleshooting techniques and tools.
• Provide basic telecommunications support for phone and voicemail utilizing MS Teams
• Install, configure, maintain, troubleshoot, and resolve problems related to a wide variety of applications and other software.
• Maintain an accurate inventory of all IT Equipment within the Helpdesk’s Asset Management System.
• Acts in a consultative role to end-users by providing recommendations regarding hardware, software, processes, etc., to enhance productivity and efficiency.
• Assists in training of basic systems for new and current users when necessary.
• Create new user access/login accounts as well as remove user files/access from network upon user separation.
• Provide project support to Senior IT Operations technical staff as appropriate.
• Manage individual projects as assigned, including planning, timelines, status updates, milestones, and completion of objectives.
• Write essential documentation on procedures, troubleshooting steps and solutions including user guidelines for KB publication.
• Provide rotating, on-call services for after-hours and weekend coverage.
• Provide rotating, on-site weekend coverage.
• Stay current on all affiliate technologies required for end-user support issues.
• Perform other duties and responsibilities as assigned. This may include performance of duties not directly indicated in the job description.
• Must maintain confidentiality.

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