Service Desk Technician - II

Join our dynamic IT support team as a Service Desk Technician - II, where your technical expertise and customer service skills will drive seamless technology experiences across the organization. In this role, you will be the first point of contact for end-users seeking assistance with hardware, software, and network issues. Your proactive approach and problem-solving abilities will ensure minimal downtime and maximum productivity, empowering our teams to excel in their daily tasks. This paid position offers an exciting opportunity to develop your IT support skills while making a tangible impact on our operational success., * Provide technical support to end-users via help desk systems, resolving issues related to operating systems, hardware, software, and network connectivity

• Troubleshoot computer hardware problems, including desktops, laptops, mobile devices, and peripherals
• Assist with software troubleshooting, including applications within Microsoft Office and specialized enterprise tools
• Administer user devices including, laptops, cell phones, printers, software installations
• Manage user accounts and permissions through Active Directory and GPO (Group Policy Objects) to ensure security and efficiency
• Utilize Checklists for user onboarding processes; work with new users to explain IT devices and user software during onboarding
• Perform troubleshooting (remote/on-site) through clear questioning and troubleshooting SOPs/diagnostics.
• Support network troubleshooting efforts involving LAN (Local Area Network), TCP/IP protocols, DNS (Domain Name System), VPNs (Virtual Private Networks), firewalls, and TCP ports
• Monitor proprietary Ticket System, Phone, and E-mail for incoming helpdesk requests
• Maintain accurate customer support ticket records using help desk management systems and follow up to ensure timely resolution
• Collaborate with IT infrastructure teams to diagnose issues related to Windows Server environments, Linux systems, and computer management

• Proven experience providing help desk or IT support in a fast-paced environment
• Strong knowledge of Windows operating systems (Windows 10/11), macOS, and mobile device management
• Familiarity with computer networking concepts such as LAN, TCP/IP, DNS, VPNs, firewalls, and TCP ports
• Experience supporting Microsoft Office applications and troubleshooting software issues
• Ability to troubleshoot hardware problems involving computer hardware components and peripherals
• Knowledge of Active Directory management and Group Policy configuration
• Excellent communication skills with a customer-focused approach
• Analysis skills to identify root causes of technical issues quickly and accurately
• Certification or equivalent from the following list and maintain throughout the task order: CompTIA, ITIL, MCSA, MCP, MCSE, and HDI Desktop Support Technician Certificate).
• 5-8 years experience working in support of desk side services.

Join us in delivering exceptional IT support that keeps our organization running smoothly! Your technical expertise combined with your passion for helping others will make a real difference every day. We value proactive problem-solving, clear communication, and a dedication to continuous learning-qualities that define our ideal Help Desk Support team member., * Must have two to three years of MSP experience.

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance