Help Desk Level II

Help Desk Level II

As a Help Desk Level II personnel, you will play a crucial role in ensuring that our desktops, portables, peripherals (such as printers and projectors), and software are functioning properly to enable end users to accomplish their business tasks efficiently. This role requires the ability to work in a professional environment, coupled with a passion for delivering high-quality technical support. Your dedication to these tasks ensures that our operations run smoothly and our end users receive the support they need.

Responsibilities include:

• Ensuring proper desktops, portables, peripherals, and software operation so that end users can accomplish business tasks
• Diagnosing and troubleshooting hardware malfunctions and performing repairs, part replacements, and upgrades to maintain system performance
• Prioritizing, documenting, and actively resolving end-user help requests
• Escalating incidents when considered appropriate and necessary to maintain SLA expectations
• Fielding incoming requests from end users via telephone, e-mail, or other established support channels
• Providing guidance, monitoring tickets, investigating unresolved issues, troubleshooting configuration issues, performing software installations, and hardware repairs
• Documenting all relevant information, including name, organization, contact information, asset details, nature of issue, troubleshooting steps taken, and resolution, with attention to detail
• Proactively engaging the required resources to ensure the customer's expectation is exceeded
• Taking ownership of assigned tasks, ensuring thorough follow-up and resolution
• Staying up to date with emerging technologies and security best practices
• Working on-call on an as-needed basis
• Documenting recurring problems and identifying the root cause to find solutions
• Providing technical support for AV equipment, including projectors, microphones, video conferencing systems (Crestron), and digital displays
• Assisting end users with corporate-assigned mobile device issues, setup, and configuration
• Managing/updating the supply inventory
• Supporting remote and traveling users via remote login and phone
• Preparing computers/workstations with all the necessary hardware and software components and creating user accounts (as needed)
• Advanced administration of other systems as assigned, trained or mentored by senior members of the team, or instructed in special training sessions
• Advanced administration and basic troubleshooting of Office 365

Qualifications include:

• Minimum 3 years of experience in a help desk environment
• Strong knowledge of Windows operating system, macOS, and common enterprise applications
• Experience with Active Directory, Office 365, and basic network troubleshooting
• Audio-Visual (AV) expertise (Projectors, sound systems, video conferencing platforms, and AV control systems)
• Certification in CompTIA A+, MS Windows 10, Apple Device Support, N+ certification (Preferred)
• Ability to work independently and demonstrate initiative in problem-solving
• Excellent communication skills with a focus on customer service
• A high level of commitment and reliability, ensuring all tasks are completed effectively
• Ability to multitask and work with interruptions
• Ability to work in a close team environment
• Ability to work 'On-call' and on an 'As-needed' basis (Required)

Benefit Highlights

• Industry leading medical, dental, and vision insurance plan
• 401(k) Retirement Plan with a company match of 100% on up to 5% of compensation (match is fully-vested immediately)
• Generous PTO policy
• Eligible for performance based bonuses