IT Help Desk Technician II

Job description

Description

The IT Help Desk Technician II provides intermediate-level technical support for users across the organization, ensuring prompt and effective resolution of issues related to computer systems, software, network connectivity, and various IT services. This role acts as a liaison between end users and advanced IT support, offering a balance of technical troubleshooting, customer service, and hands-on assistance. The Technician II may also contribute to internal documentation, support IT projects, and assist junior team members as needed.

This is a full-time in-office position.

Responsibilities and Duties - Troubleshoot and resolve Tier I and Tier II service requests through multiple channels including FreshService, email, phone, chat, or in person. - Support desktop and laptop hardware, mobile devices, printers, and various peripherals. - Administer and support user accounts, groups, and permissions using tools such as Active Directory, Microsoft 365, and Okta. - Provide technical support for Microsoft 365 collaboration tools including Outlook, Teams, OneDrive, SharePoint, and Zoom. - Provide support for PDF and document tools including Foxit PDF Editor and Adobe Acrobat. - Assist with deployment, imaging, and configuration of devices using Meraki MDM and other enterprise tools. - Document issues and resolutions clearly in FreshService and contribute to internal documentation using Loom. - Participate in onboarding and offboarding processes, including hardware setup and account provisioning. - Collaborate with the Help Desk Team Lead and other IT staff to escalate complex issues appropriately. - Monitor system alerts and follow up with proactive support when necessary. - Help identify recurring problems and recommend process or system improvements. - Coach, teach, and mentor. - Support LHMSH culture by promoting “Friendly, Positive, and Focused on Excellence.” - Protect the legal, financial, and moral well-being of Larry H. Miller Senior Health. - All other duties as assigned.

Requirements - Associate degree in Information Technology, Computer Science, or a related field preferred; equivalent work experience may be considered. - One to three years of experience in a help desk, desktop support, or IT support technician role. - CompTIA A+, Network+, and Security+ certifications required, or equivalent industry-recognized certifications. - Proficient in supporting Windows 11, macOS, and mobile OS platforms (iOS/Android). - Experience with Active Directory, Microsoft 365, and Okta for user account administration and support. - Experience supporting Microsoft 365 tools including Outlook, Teams, OneDrive, and SharePoint. - Experience supporting PDF tools including Foxit PDF Editor and Adobe Acrobat. - Understanding of basic networking principles including TCP/IP, DNS, DHCP, and VPN. - Experience with FreshService or similar IT service management platforms. - Experience with documentation tools such as Loom. - Basic knowledge of scripting or automation such as PowerShell is desirable but not required.

Physical Requirements: - Regularly required to walk, sit, stand, bend, reach, talk, hear, kneel, crouch, stretch, twist, lift up to 40 pounds, and move about. - Required vision includes close vision, distance, peripheral, and the ability to adjust focus. - Prolonged periods of sitting at a desk and working on a computer. - Ability to carefully consider all information and make impactful decisions on a regular basis. - Maintain regular attendance and timeliness as set forth within the work schedule designated by the department supervisor/manager. - Job requires accepting criticism and dealing calmly and effectively with high-stress situations. - Ability to communicate effectively, both orally and in writing.

Perks - Medical, Dental, and Vision - Flexible Spending and Health Savings Accounts - Short and Long Term Disability - Life Insurance - 401(k) options with a portion of the employee's contributions matched by the Company - PTO - EAP - Discounts on Home, Auto and Pet Insurance - Discounts on Larry H. Miller Megaplex Theaters