Helpdesk Specialist II

The IT Help Desk Specialist will provide Level 1 and 2 hardware and software support for the organization. duties to include answering, logging, and tracking helpdesk calls, documenting tickets, and escalating issues appropriately, diagnosis and repair of hardware and software problems for desktops / laptops and network devices, as well as support for wireless and desktop telecommunications equipment.

Requirements

Operational

• Provide timely and effective support to users' inquiries and technical issues through various communication channels (e.g., phone, email, ticketing system)
• Troubleshoot and resolve technical problems : Diagnose and resolve hardware, software, and network-related issues.
• Accurately log and document all helpdesk interactions, including issue details, troubleshooting steps taken, and resolutions provided.
• Identify and escalate issues that require additional expertise or resources to the appropriate technical teams or higher-level support personnel, ensuring timely resolution and customer satisfaction.
• Contribute to the development and maintenance of a comprehensive knowledge base by documenting common issues, resolutions, and best practices for future reference and self-service support.
• Configure and deploy wireless and desktop phone equipment. Also, handle the configuration and maintenance of voice mailbox systems and telecom-related reporting.
• Assist in ongoing system audits to evaluate the utility and efficiency of the system's resources and communication components, and their effectiveness in meeting business goals and strategies.
• Perform other duties and tasks assigned.

Background & Qualifications

Formal Education & Certification

Telephony experience a plus

Knowledge & Experience

Personal Attributes

Salary Description

$28-$33 / hr