Know your rights
Inform yourself of your rights and responsibilities by reviewing the content provided in the list below.
- Employment Eligibility (e-Verify) : English & Spanish
- Right to work : English / Spanish
It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
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.
Duties / Responsibilities :
Responsible for ensuring proper desktops, portables, peripherals and software operation so that end users can accomplish business tasksDiagnose and troubleshoot hardware malfunctions and perform repairs, part replacements, and upgrades to maintain system performancePrioritize, document, and actively resolve end-user help requestsEscalating incidents when considered appropriate and necessary to maintain SLA expectationsField incoming requests from end users via telephone, e-mail or other established support channelsProvide guidance, monitor tickets, investigate unresolved issues, troubleshoot configuration issues, perform software installations, and hardware repairsDocument all relevant information, including name, organization, contact information, asset details, nature of issue, troubleshooting steps taken, and resolution, with attention to detailProactively engage the required resources to ensure the customer's expectation is exceededTake ownership of assigned tasks, ensuring thorough follow-up and resolutionStay up to date with emerging technologies and security best practicesWork on-call on an as-needed basisDocument recurring problems and identify the root cause to find solutionsProvide technical support for AV equipment, including projectors, microphones, video conferencing systems (Crestron), and digital displaysAssist end users with corporate-assigned mobile device issues, setup, and configurationManages / updates the supply inventorySupport remote and traveling users via remote login and phonePrepares computers / workstations with all the necessary hardware and software components and creates 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 sessionsAdvanced administration and basic troubleshooting of Office 365Skills / Qualifications :
Minimum 3 years of experience in a help desk environmentStrong knowledge of Windows operating system, macOS, and common enterprise applicationsExperience with Active Directory, Office 365, and basic network troubleshootingAudio-Visual (AV) expertise (Projectors, sound systems, video conferencing platforms, and AV control systemsCertification in CompTIA A+, MS Windows 10, Apple Device Support, N+ certification (Preferred)Ability to work independently and demonstrate initiative in problem-solvingExcellent communication skills with a focus on customer serviceA high level of commitment and reliability, ensuring all tasks are completed effectivelyAbility to multitask and work with interruptionsAbility to work in a close team environmentAbility to work 'On-call' and on an 'As-needed' basis (Required)Benefit Highlights
Industry leading medical, dental and vision insurance plan401(k) Retirement Plan with a company match of 100% on up to 5% of compensation (match is fully-vested immediately)Generous PTO policyEligible for performance based bonuses