Helpdesk Technician II

Advanced Technical Support Specialist

Serve as an escalation point from Level 1 support for complex technical issues, including advanced operating system errors, network connectivity problems, and application-specific issues.

Diagnose, troubleshoot, and resolve hardware problems (desktops, laptops, printers, mobile devices, servers).

Troubleshoot and resolve software issues, including OS configurations (Windows), Microsoft 365 / Google Workspace.

Perform user account management, including creation, modification, and termination.

Manage and troubleshoot security permissions for network shares and applications.

Configure and deploy new hardware and software.

Troubleshoot basic to intermediate network issues (TCP / IP, DNS, DHCP, VPN clients, Wi-Fi connectivity) in collaboration with Helpdesk Manager & IT Operations Staff.

Assist with monitoring and maintenance of I.T. systems, including patch management.

Thoroughly document all technical issues, troubleshooting steps, and resolutions in the ticketing system (e.g., Zendesk).

Create and update knowledge base articles (KBA) and standard operating procedures (SOPs) for both end-users and Level 1 staff.

Maintain a high degree of professionalism and empathy while interacting with users via phone, email, remote connection, or in-person.

Communicate technical information clearly and effectively to non-technical users.

Prioritize and manage multiple outstanding support tickets efficiently.

Collaborate with other I.T. teams to resolve major outages or complex infrastructure-related issues.

Mentor and provide guidance to Level 1 Helpdesk staff.

Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field preferred. Equivalent experience may be considered in lieu of a degree.

Minimum of 5-6 years of experience in a Helpdesk, Desktop Support, or I.T. support role.

Proven experience handling escalated technical support issues.

Expert proficiency in troubleshooting and supporting Microsoft Windows (10 / 11).

Strong working knowledge of Microsoft Active Directory / Azure AD (user / group management, GPOs).

Solid experience with troubleshooting and supporting Google Workspace and Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive).

Familiarity with ticketing systems and Service Level Agreements (SLAs).

Basic understanding of networking concepts (IP addressing, Subnetting, basic switch / router configurations).

Experience with hardware repair and configuration (PC, laptop, peripheral components).

CompTIA A+ preferred.

CompTIA Network+ preferred.

Microsoft Certified : Modern Desktop Administrator Associate (MD-100 / 101) preferred.

ITIL Foundation preferred.