Help Desk Technician II

MarketStar's TechServices team has an opportunity for an experienced Help Desk Technician II. This position provides advanced technical support through phone, email, walk-up, remote, and deskside channels. The Technician II serves as an escalation resource for complex endpoint, identity, application, hardware, and connectivity issues while delivering timely and courteous service to employees and clients.

This role also supports hardware logistics, asset management, office technology, technical documentation, and the continued development of junior, * Provide professional technical support through phone, email, walk-up, remote, and deskside service channels.

• Serve as an escalation point for complex or undocumented issues involving devices, applications, user accounts, authentication, networking, and endpoint management.

• Troubleshoot primarily Windows devices, along with macOS devices managed through Microsoft Intune and ChromeOS devices managed through Google Workspace.

• Support Microsoft enterprise technologies, including Microsoft Entra ID, hybrid Active Directory environments, Microsoft 365 applications, Intune, Windows Autopilot, multifactor authentication, device compliance, and access management.

• Diagnose hardware, operating-system, application, profile, driver, peripheral, printing, wireless, VPN, and network-connectivity issues.

• Repair, replace, provision, reimage, and configure computers and related equipment while protecting company and client data.

• Perform user data migrations and support employees transitioning to replacement or upgraded devices.

• Manage inbound and outbound hardware logistics for the Ogden HQ office, including receiving, deployment, return, repair, storage, and disposal activities.

• Maintain an organized hardware storage area and accurate inventory of computers, monitors, peripherals, and accessories.

• Use an enterprise ticketing system to document incidents and service requests, manage assets, maintain accurate configuration information, and identify recurring issue trends.

• Take ownership of assigned incidents through resolution, including coordinating with infrastructure, security, enterprise application, and other technical teams.

• Collaborate with the infrastructure team to troubleshoot network and office-technology issues, support updates, and meet technology needs for the Ogden HQ location.

• Provide immediate onsite assistance during technology-related office emergencies or business-impacting incidents.

• Create and maintain knowledge articles, troubleshooting procedures, user instructions, and technical documentation.

• Mentor junior technicians, share technical knowledge, and assist with troubleshooting guidance and ticket-quality reviews.

• Identify recurring problems, process gaps, and opportunities to improve the employee support experience.

• Support new-hire onboarding, employee offboarding, office deployments, equipment audits, and other IT projects.

• Perform other duties as assigned by IT management or the Support Manager.

• Proven experience in providing help desk support, desktop or end-user technology support preferred.

• Working knowledge of Windows, macOS, and ChromeOS operating systems, with advanced proficiency supporting Windows devices.

• Experience with Microsoft Entra ID, Active Directory, Microsoft 365, Intune, Windows Autopilot, or similar enterprise-management platforms preferred.

• Experience using an IT service-management and asset-management platform such as Freshservice, Jira, ServiceNow.

• Knowledge of TCP/IP, DNS, DHCP, wireless networks, LAN/WAN connectivity, VPNs, endpoint security, email, and identity-management concepts.

• Ability to independently troubleshoot unfamiliar problems, isolate root causes, implement solutions, and clearly document findings.

• Strong customer-service skills and the ability to communicate professionally with employees, clients, leaders, and technical teams.

• Excellent verbal, written, organizational, problem-solving, and technical-writing skills.

• Ability to prioritize multiple requests, recognize business impact, and follow incidents through completion.

• Ability to coach junior technicians and contribute positively to a collaborative support environment.

• IT certifications such as CompTIA A+, Network+, Security+, Microsoft, Apple, or Google certifications are preferred.

• Ability to lift, move, install, and organize computers, monitors, and related equipment.

• Ability to sit and operate a computer for prolonged periods.

In support of our "We Care" value, MarketStar provides valuable mental, physical, and financial well-being benefits, including:

• Structured learning and career-development programs

• Mental-health resources

• Generous paid time off and paid medical leave

• Child and dependent-care reimbursement

• Education reimbursement

• 401(k) matching, hardship-loan program, and access to a financial-wellness advisor

• Comprehensive medical, dental, and vision coverage

Compensation Range: $40,000.00 - $45,760.00 USD

The hourly pay range for this position is between $19.23 and $22.00 USD. There are several factors to consider including but not limited to, the role's responsibilities, experience, location, education/training, internal equity, and key skills. Your recruiter will provide more detailed information during the interview process.

In everything we do, we believe in creating growth, for our clients, our employees, and our community. For the past 35+ years, we have been generating revenue for the most innovative tech companies across the globe through our outsourced B2B demand, sales, customer success, and revenue operations solutions. We are passionate about cultivating career advancements for our people, and support them through mentorship, leadership, and career-development programs. We provide service and support to our communities through the MarketStar Foundation. Our exceptional team is the cornerstone of MarketStar's accomplishments. We are proud of our award-winning workplace culture and to be named a top employer in our industry. These achievements are a testament to our six core values, embraced by our 3,000+ employees worldwide. From our headquarters in Utah, USA, to our global offices in India, Ireland, Bulgaria, Mexico, the Philippines, and Australia, we all work together to drive innovation and success.