Help Desk IT Technician II

The Help Desk IT Technician II is responsible for providing remote and on-site technical support to users in an efficient and accurate manner. Help Desk is the front line and responsible for solving basic technical problems. The Help Desks objective is to quickly identify a customers issue and resolve basic desktop issues with that user.

Specific Job Duties Include:

• Answer incoming Help Desk calls and emails
• Create tickets and collect basic client information such as:
• Company information
• User
• Issue
• Whos effected
• Perform basic Help Desk troubleshooting
• Password resets
• Add/Remove O365 licenses
• Fix broken mapped network drives
• Add/remove PC user (Local/Domain)
• Install updates
• Add printers (Local and Networked)
• Install client-side software
• Troubleshoot client-side network connections
• Setup email on mobile devices
• Act as HelpDesk Tier 1 escalation
• Perform Intermediate HD Troubleshooting (Expected resolution time of 30min or less)
• Restore files
• Review application issues
• Identify and address network outages
• Troubleshoot group policies
• Troubleshooting site-to-site and point-to-site VPN issues
• Address network connectivity issues
• Review server space issues

Requirements:

• 1-3 years of experience in Help Desk or IT support position
• High School diploma or GED equivalent
• Strong networking knowledge
• Ability to problem solve and troubleshoot
• Familiar with Windows Server
• Excellent verbal and written communication skills
• Detail-oriented and organized
• Ability to multitask and excellent time management skills
• Work as a proactive team member in an office setting
• Fast-paced learner with 1-2 week training period
• Working knowledge of Microsoft O365 email and office
• Working knowledge of Microsoft Windows