IT Help Desk Technician Tier II

Our IT Helpdesk Technicians are the face of our IT organization. They serve as escalation specialist within our IT organization, you'll be a member of a specialized team that provides a single point of contact for end-users to receive support for all technology related issues within the company's computing environment. This role would require advanced troubleshooting and resolution of hardware, software, networking, and system issues across the company's computing environment, including Windows and macOS desktops, enterprise applications, Active Directory, and endpoint management platforms. Which will also include, installing, diagnosing, repairing, maintaining, and upgrading PC hardware, software, printers, mobile devices and telephone equipment to ensure they all works as designed. This person will be providing end-user assistance and troubleshooting problems in person, by telephone and via e-mail in a timely and efficient manner with a sense of customer service in mind., · Serve as the escalation point for complex incidents and service requests, delivering timely technical assistance via phone, remote tools, email, and on-site support

· Manage and resolve escalated tickets within SLA guidelines, ensuring proper prioritization, communication, and escalation.

· Administer endpoint management tools for remote software deployment, imaging, and device compliance; perform hands-on desktop-level fixes including hardware/software installation and upgrades, file backups, and system and application configuration

· Configure, troubleshoot, and support mobile device management (MDM) policies and corporate device enrollment for iOS and Android platforms.

· Provision, issue, and manage corporate iOS/iPadOS devices including iPhones and iPads; deploy configuration profiles and enforce MDM compliance policies through Microsoft Intune

· Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.

· Take ownership of tasks and follow through to ensure complete resolution

· Inform Supervisor of any technical support documentation that needs updating/amending when needed.

· Perform post-resolution follow-ups to help requests.

· Follow all company policies and best practices such as accurate time tracking.

· Perform related duties consistent with the scope and intent of the position.

Do you have experience in macOS administration?, Do you have a Associate's degree?, · Minimum 2 years of experience working as an IT Help Desk technician in a corporate environment.

· Associate degree in a technology related field or equivalent training.

· Hands-on experience managing and supporting iOS/iPadOS devices in a corporate environment, including device provisioning, issuance, and replacement, as well as pushing configuration profiles and enforcing compliance policies via Microsoft Intune (MDM)

· Advanced proficiency with Windows 10/11 desktop operating systems, macOS, and the Microsoft 365 suite (Exchange Online, Teams, SharePoint, OneDrive, Intune).

· Working knowledge of Windows networking fundamentals including Active Directory, TCP/IP, DNS, DHCP, and VPN technologies.

· Ability to convey technical knowledge to non-technical colleagues.

· Ability to pay close attention to details while performing technically detailed tasks.

· Ability to learn quickly on the job and keep up with technology changes.

· Strong written and oral communication skills.Strong customer service skills - courteous and professional in person and on the phone

· Ability to work effectively in a team with minimal supervision.

· Must speak Spanish.

Pulled from the full job description

• Professional development assistance
• 401(k)
• Health insurance
• Retirement plan
• Paid time off
• Vision insurance
• Health savings account, * 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Paid time off
• Professional development assistance
• Retirement plan
• Vision insurance