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# Help Desk Technician II

- **Company:** IDEMIA
- **Location:** United States
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Microsoft Outlook, Desktop Computing, Microsoft Office, Salesforce.Com, Windows Desktop, Information Technology, Windows Client, Unified Endpoint Management
- **Published:** September 17, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=4a3b289c3d0bda15

## About the Role

* Ability to prioritize tasks based on different workloads
 * Previous applied experience with Microsoft tools (Office, Outlook, Teams, etc.) is a must
 * Passionate for technology
 * Ability to work on a high-pressure, time-sensitive tasks required to honor SLAs
 * Willingness to learn new platforms
 * Ability and willingness to interact with peers and leadership inside and outside the department
 * Previous experience with a call log and tracking tool in a Support Center/Call Center environment is mandatory
 * Previous experience with Salesforce is highly desirable
 * Previous customer service and technical support experience is highly expected
 * Previous experience interacting directly with customers is highly desirable
 * A self-starter and driven by a sense of urgency based on competing priorities
 * Advanced Microsoft / CompTIA technical support certifications are very desirable
 * The following minimum certifications (or above) are required: CompTIA A+ or Microsoft MS-900 or Microsoft Endpoint Administrator Associate (MD-102)
 * Previous (retired) Microsoft Windows certifications are accepted: MTA: Windows Operating System Fundamentals or MD-100: Windows Client or MD-101: Managing Modern Desktops.
 * Working knowledge on troubleshooting IDEMIA platforms (with supporting references) may be considered in lieu of a Microsoft or CompTIA certifications
 * Bachelor or Associate degree in Computer Science-related fields is a plus
 * Experience using and troubleshooting Windows-based computers in a corporate environment is mandatory

## Description

* Create and work on cases/tickets based on customer's technical support needs
 * Escalate reported issues to other teams on a timely manner based on existing SLAs
 * Answer calls that come via one or more phone support lines
 * Support customers via other non-phone support channels such as e-mail and chat
 * Utilize Salesforce for call log, tracking and documentation
 * Call customers back and provide updates as needed
 * Work in conjunction with other co-workers when supporting/troubleshooting issues
 * May be assigned to specific projects / platforms based on business needs
 * Attend regular team meetings
 * Attend project meetings and create/maintain deliverables as needed, using Microsoft tools (Office, Outlook, Teams, etc.)


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