Helpdesk Specialist II

The IT Help Desk Specialist will provide Level 1 and 2 hardware and software support for the organization. duties to include answering, logging, and tracking helpdesk calls, documenting tickets, and escalating issues appropriately, diagnosis and repair of hardware and software problems for desktops/laptops and network devices, as well as support for wireless and desktop telecommunications equipment.

Operational

• Provide timely and effective support to users' inquiries and technical issues through various communication channels (e.g., phone, email, ticketing system) 
• Troubleshoot and resolve technical problems: Diagnose and resolve hardware, software, and network-related issues. 
• Accurately log and document all helpdesk interactions, including issue details, troubleshooting steps taken, and resolutions provided. 
• Identify and escalate issues that require additional expertise or resources to the appropriate technical teams or higher-level support personnel, ensuring timely resolution and customer satisfaction. 
• Contribute to the development and maintenance of a comprehensive knowledge base by documenting common issues, resolutions, and best practices for future reference and self-service support.
• Configure and deploy wireless and desktop phone equipment. Also, handle the configuration and maintenance of voice mailbox systems and telecom-related reporting.
• Assist in ongoing system audits to evaluate the utility and efficiency of the system's resources and communication components, and their effectiveness in meeting business goals and strategies.
• Perform other duties and tasks assigned.

Background & Qualifications

Formal Education & Certification

• Associate’s degree in computer science preferred or related field and 3-4 years related training and/or experience.
• Knowledge of network wiring and cabling standards, use of network switches and hubs.
• Knowledge of relational databases.
• A+, MCP or MCSE Certification preferred.
• Microsoft Business Solutions Dynamics GP experience preferred.

Telephony experience a plus

Knowledge & Experience

• Exceptional knowledge of computer hardware, including [desktops, laptops, servers, mobile devices, network appliances, phones, and tablets]
• Deep-seated experience with desktop and server operating systems, including [Windows 10/11, Windows Server 2016/2019, Mac OS]
• Extensive application support experience with [MS Active Directory, MS Office 365, Group Policies, SentinelOne, AuthPoint] and knowledge of programming languages, including [scripting PowerShell, or command line]
• Working knowledge of a range of diagnostic utilities, including [ConnectWise, Dell Diagnostics, Performance Monitor, Windows Event Viewer, Disk Utilities, Imaging Tools]
• Demonstrated progressive experience in the management of a technical support team.
• Proven track record of developing and providing Service Level Agreements and Help Desk deliverables.

Personal Attributes

• Must demonstrate passion and enthusiasm for computers and people; motivate and empower others to achieve Company goals.
• Outstanding Customer Service and communication skills, with a team-oriented philosophy.
• Ability to prioritize and handle multiple assignments at any given time while maintaining commitment to deadlines. 
• Exhibit strong problem-solving skills, taking ownership of assigned tasks and demonstrating resourcefulness in finding resolutions. 
• Ability to understand issues and make systematic and rational judgments based on relevant information. 
• Demonstrate the ability to think critically and creatively to find innovative solutions. Proactively research and explore alternative approaches to resolve complex technical issues.
• Self-motivated, and able to work effectively with minimal supervision. Should enjoy a fast-paced, deadline, and goal driven environment.
• Experience in supporting a diverse range of users with a variety of technical skills.
• Capable of lifting/carrying 50 lbs. and occasionally up to 75 lbs.; moderate physical activity.