Help Desk Technician
1 week ago
**Role**
- Reporting to the IT Manager, the Help Desk Technician Level 2 is responsible for resolving complex technical issues raised by end-users. This position involves troubleshooting a variety of IT problems, enhancing support processes, and acting as a lead for Level 1 and Level 2 technicians. Your expertise will play a vital role in ensuring seamless IT operations across our organization._
**Responsibilities**
- Act as the highest escalation point for technical issues from Level 1 and Level 2 support teams.
- Troubleshoot, diagnose, and resolve advanced technical issues related to hardware, software, and networking.
- Provide guidance and mentorship to Level 1 and Level 2 technicians to improve their technical skills.
- Document solutions and create knowledge base articles to facilitate faster resolutions in the future.
- Manage and prioritize support tickets within the Help Desk ticketing system.
- Collaborate with cross-functional teams to resolve complex issues and gather feedback on user experiences.
- Partner with teams to ensure smooth onboarding and system upgrades
- Perform software installations, updates, and configurations on user workstations.
- Conduct post-resolution follow-ups to ensure user satisfaction and continuous improvement.
**Requirements**
**Qualifications**
- Bachelor's degree or diploma in Computer Science, Information Technology, or a related field or equivalent experience.
- A minimum of 5 years of IT support experience in a progressive help desk environment.
- Strong expertise with Windows OS, M365, Active Directory, and network troubleshooting.
- Experience with ticketing systems and remote support tools.
- Excellent communication skills with a strong focus on customer service.
- Proficient in problem-solving techniques and analytical thinking.
- Ability to multitask and prioritize effectively in a fast-paced environment.
- Strong organizational skills and keen attention to detail.
- Certifications such as CompTIA A+, Network+, or Microsoft Certified are a plus.
- Willingness to stay updated with emerging technologies and industry trends.
**Benefits**
- Extended Healthcare Plan (Medical, Disability, Dental & Vision)
- Paid Time Off Benefits
- Weekly Pay Periods
- Employee Assistance Program - Counseling
- DPSP matching program that offers increased matching contributions based on your years of service with the company.
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