Helpdesk Technician II

• Deliver advanced Tier 1 helpdesk support, including serving as backup and escalation support for Help Desk Technician I staff • Resolve intermediate troubleshooting issues for local and remote employees in a timely and effective manner • Maintain accurate documentation of issues, resolutions, and user requests within the IT ticketing system in accordance with established SLAs • Communicate issue status, resolution progress, and expected timelines to customers • Create and update helpdesk documentation, including technical how ‑ to guides and troubleshooting resources • Ensure documentation reflects current systems, processes, and support standards • Support administration activities or act as a subject matter resource for assigned minor IT systems • Assist senior IT staff and Systems Administration teams with software rollouts, maintenance activities, and technical fixes as needed • Support IT hardware inventory tracking, availability, and lifecycle management • Assist with equipment setup, shipping, collection, repurposing, and disposal for employee onboarding and offboarding • Support maintenance, troubleshooting, and limited procurement of audio/visual equipment used in conference and meeting rooms • Assist the IT Hardware Team with internal office moves and buildouts as required • Collaborate with IT team members to improve service delivery, processes, and user experience

• Bachelor's degree (or a High School diploma and at least 5 years of related experience in IT support services) • 3 years of experience providing IT help desk, desktop support, or end ‑ user technical support in a professional environment • Experience responding to and resolving Tier 1 support requests for local and remote users via ticketing systems, email, chat, or phone • Experience supporting both Windows and macOS environments, including user account issues, software troubleshooting, and device configuration • Experience supporting hardware lifecycle activities, including workstation setup, imaging, shipping, collection, and basic repairs • Intermediate knowledge of Windows and macOS operating systems, including user configuration, OS troubleshooting, and common application support • Basic to working knowledge of networking concepts (e.g., Wi ‑ Fi, VPN, DNS, IP addressing) and ability to troubleshoot common connectivity issues • Demonstrated working knowledge of provisioning, deprovisioning, and workstation management, including user access issues and basic troubleshooting • Working knowledge of ITSM or help desk ticketing systems, with the ability to log, classify, prioritize, and document support requests accurately • Strong customer service and communication skills, with the ability to explain technical concepts clearly to nontechnical users • Ability to work independently to manage workload, prioritize tickets, and meet service expectations with minimal supervision • Strong problem-solving skills, including the ability to resolve intermediate issues and appropriately escalate complex problems • Bachelor's degree in information technology, Computer Science, or a related field • CompTIA A+, Network+, or equivalent industry certification • Working knowledge of Microsoft Office 365 applications and SharePoint • Working knowledge of identity and access management concepts (e.g., Active Directory, Azure AD, Okta) • Familiarity with endpoint management tools (e.g., Intune, Jamf, or similar platforms) The hourly range for this role is $32 - $36/hour based on experience and qualifications.