Help Desk Technician II

The Help Desk Technician II is a key member of the IT team, serving as an advanced technical resource responsible for resolving complex technology issues and delivering an exceptional end-user experience. This role goes beyond traditional help desk support, acting as a trusted partner to employees across the organization while supporting critical systems, driving technology improvements, and helping ensure a stable, secure, and productive IT environment., * Provide advanced technical support for desktops, laptops, mobile devices, printers, enterprise applications, Microsoft 365, and network connectivity issues.

• Serve as an escalation point for complex technical incidents, utilizing strong troubleshooting and diagnostic skills to identify root causes and drive resolution.
• Administer and support user accounts, access permissions, Active Directory, Microsoft Entra ID (Azure AD), VPN access, and related identity management systems.
• Deploy, configure, maintain, and troubleshoot Windows workstations, software applications, endpoint security solutions, and peripheral devices.
• Support onboarding and offboarding activities, ensuring employees have secure and seamless access to required technology resources.
• Analyze recurring incidents to identify trends, recommend long-term solutions, and improve overall service delivery.
• Create and maintain technical documentation, knowledge base articles, and support procedures.
• Monitor and manage support tickets while ensuring timely communication, issue ownership, and a high level of customer satisfaction.
• Mentor junior support team members and contribute to a collaborative, knowledge-sharing culture.
• Assist with maintaining system reliability, security compliance, and business continuity across the IT environment.

The ideal candidate is a proactive problem solver who thrives in a fast-paced environment, enjoys tackling technical challenges, and takes pride in delivering high-quality support that directly impacts business success., * 3+ years of Help Desk, Desktop Support, Service Desk, or End User Support experience.

• Strong experience supporting Windows environments, Microsoft 365, Active Directory, Microsoft Entra ID, VPN technologies, and enterprise applications.
• Working knowledge of networking fundamentals including TCP/IP, DNS, DHCP, Wi-Fi, and remote connectivity troubleshooting.
• Experience with endpoint management tools such as Intune, SCCM, Jamf, or similar platforms preferred.
• Experience working within an ITSM platform such as ServiceNow, Jira, Freshservice, or similar ticketing systems.
• Strong analytical thinking, customer service mindset, and ability to communicate effectively with both technical and non-technical users.
• Relevant certifications such as CompTIA A+, Network+, Security+, Microsoft, or ITIL certifications are a plus. Technology Doesn’t Change the World, People Do.®

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