Helpdesk Technician II

The Helpdesk Technician II plays an essential role in ensuring the smooth operation of an organization’s IT infrastructure by providing advanced technical support and troubleshooting assistance to end-users. This position involves diagnosing and resolving complex hardware, software, and network issues, often requiring a deeper understanding of IT systems than entry-level roles. The Helpdesk Technician II will act as a key liaison between users and IT departments, facilitating communication and ensuring timely resolution of technical problems. Additionally, the role expected to troubleshoot and resolve hardware and software issues, as well as provide excellent customer service. Ultimately, the Helpdesk Technician II’s main goal will be to ensure that all technical issues are resolved in a timely and efficient manner, minimizing downtime and maximizing productivity., * Demonstrate commitment to Our Mission and models ILS Experience Standards of Excellence.

• Respond to and resolve incoming helpdesk requests via phone, email, or ticketing system in a timely and professional manner.
• Diagnose, troubleshoot and resolve hardware, software, and network connectivity issues for end-users, including desktops, laptops, printers, and mobile devices.
• Install and configure software and hardware including setting up physical components (and installing operating systems, drivers, and applications.
• Document all support activities and resolutions accurately in the helpdesk ticketing system to maintain clear communication and tracking.
• Collaborate with senior IT staff to escalate unresolved issues.
• Participate in ongoing training to stay current with healthcare IT systems and best practices.
• Participate in on-call rotations and respond promptly to critical incidents to minimize business disruption.
• Perform other duties as assigned.

• Associates degree
• 3 years of experience in a helpdesk or technical support role
• Strong knowledge of Microsoft Windows, imaging and hardware troubleshooting
• Excellent problem-solving and communication skills
• Ability to work independently and in a team environment
• Relevant experience may substitute for the educational requirement on a year-for-year basis, * Bachelor’s degree in Computer Science or related field
• Experience with Active Directory, Multifactor Authentication, and other related technologies
• Experience with remote desktop support tools
• ITIL certification, Comp TIA A+ or equivalent
• Experience in the Health Care Services industry