Help Desk Technician II

The Help Desk Technician II role at our company entails being the primary point of contact for end-user support, addressing a wide range of IT issues such as workstation problems, endpoint security management, and hardware/software troubleshooting. You will play a crucial role in ensuring seamless technology utilization to enhance business operations, providing exceptional customer service to guarantee high customer satisfaction levels. **Key Responsibilities:** - Provide first-level support for IT issues, including workstation break/fix, error resolution, and endpoint security management. - Manage the help desk ticketing system to route incidents to the appropriate IS/IT department group. - Configure, install, and deploy new workstations, telephones, printers, and other necessary IT equipment. - Troubleshoot hardware and software problems, offering effective solutions. - Handle routine technical issues via phone support and escalate complex problems as needed. - Collaborate with team members and managers to resolve ongoing issues promptly. - Install and test systems and software for in-house computer operations. - Perform systems upgrades, debug software, and run diagnostics on computers. - Document incoming calls, identify recurring issues, and create manuals for future reference. - Manage mobile phone plans, provision new lines, and interface with telephony vendors. - Stay updated on emerging information technologies and trends. - Provide emergency on-call support when necessary. - Perform any other duties as assigned. **Qualifications Required:** - 3-4+ years of relevant experience. - Minimum 1-2+ years of experience in a help desk technician role. - Strong knowledge of operating systems, networks, programming, firewalls, routers, etc. - Ability to make quick decisions, solve complex problems, and understand technical manuals. - Excellent communication skills and attention to detail. - Familiarity with hardware, software, and diagnosing technical issues. **Additional Company Details:** - Education: Associate or bachelor's degree preferred. - Travel: 10% required. *Bonus Points:* - Network+, A+, IT Fundamentals, and Windows workstation certifications in the Microsoft Certified Professional Program.,