Help Desk Technician

The Help Desk II Technician is responsible for providing intermediate to advanced technical support to end users by troubleshooting hardware, software, network, and system-related issues. This role manages support requests through a ticketing system, ensuring timely resolution, proper documentation, and adherence to service level agreements (SLAs). The technician serves as an escalation point for Help Desk I staff and collaborates with IT teams to resolve complex technical problems., * Monitor, prioritize, and manage support tickets within the organization’s ticketing system.

• Troubleshoot and resolve Tier 2 technical issues related to desktops, laptops, printers, mobile devices, operating systems, and business applications.
• Escalate unresolved incidents to appropriate IT teams while maintaining ownership and communication throughout the ticket lifecycle.
• Document troubleshooting steps, resolutions, and updates accurately within the ticketing system.
• Provide remote and onsite technical support to end users.
• Maintain compliance with service level agreements (SLAs) and established support procedures.
• Analyze recurring issues and recommend solutions to improve service delivery and reduce ticket volume.
• Assist with user account management, password resets, access requests, and permissions administration.
• Support software installations, updates, patches, and hardware deployments.
• Create and maintain knowledge base articles, user guides, and technical documentation.
• Collaborate with network, systems, security, and application teams to resolve cross-functional issues.
• Participate in after-hours support and on-call rotations as required.

• Associate degree in Information Technology, Computer Science, or related field, or equivalent work experience.
• 2-5 years of IT help desk or technical support experience.
• Experience using IT Service Management (ITSM) or ticketing systems such as ServiceNow, Jira Service Management, Zendesk, Freshservice, or similar platforms.
• Strong knowledge of Windows operating systems, Microsoft 365, Active Directory, and networking fundamentals.
• Experience supporting hardware peripherals, printers, and mobile devices.
• Excellent troubleshooting, analytical, and problem-solving skills.
• Strong verbal and written communication skills.
• Ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications

• CompTIA A+, Network+, Security+, or Microsoft certifications.
• Experience with remote management tools and endpoint management platforms.
• Knowledge of Azure AD/Entra ID, Microsoft Intune, and cloud-based technologies.
• Experience supporting hybrid or remote workforce environments.

Key Competencies

• Customer service orientation
• Incident management
• Ticket queue management
• Technical troubleshooting
• Documentation and knowledge management
• Time management and prioritization
• Team collaboration
• Attention to detail