Help Desk Technician II

Description Job Title:

Help Desk Technician II Company:

United Systems Location:

Oklahoma City, OK Role Overview The Help Desk Technician II provides technical support to managed service customers by troubleshooting issues, supporting customer systems, and ensuring timely resolution. This role plays a critical part in maintaining client satisfaction and minimizing downtime through effective problem-solving and technical expertise. Key Responsibilities Document all time daily (activities, projects, tickets) in real time within the ticketing system Respond to client inquiries via phone, email, or chat in a timely and professional manner Analyze and troubleshoot technical issues related to software, hardware, networks, and system configurations Assist with optimization and maintenance of client IT systems, including servers, networks, and software applications Create and maintain detailed documentation of problem resolutions, procedures, and best practices in the ticketing system Handle client service requests and ensure timely and effective issue resolution Performance Expectations Maintain established ticket SLAs as defined by management Maintain customer satisfaction (CSAT) scores as defined by management Follow established change approval processes Submit weekly timesheets by end of shift each Friday Verify and submit relevant documentation updates Collaborate with other teams, including network engineers and systems administrators, to ensure cohesive service delivery Ensure all time and expenses are compliant with company policy Document all notes, meeting minutes, and customer communications in ConnectWise PSA and IT Glue as appropriate

Technical Skills & Proficiencies Ticketing Software:

Incident management and time allocation

Networking:

Knowledge of DHCP, DNS, circuit/ISP issues, and use of command-line tools for troubleshooting

Wireless & Switching:

Knowledge is a plus

Firewalls:

Configuration and troubleshooting knowledge is a plus

Documentation Tools:

IT Glue Communication Tools:

Office and Teams Additional software as assigned Work Environment & Physical Requirements Ability to use hands to handle and control equipment Ability to communicate effectively (talk and hear) Ability to read, write, and interpret written documents Occasionally lift and move objects up to 25 pounds, with or without reasonable accommodations Additional Information Employees are expected to comply with company policies, meet performance expectations, and uphold organizational values. All employees are responsible for reporting any suspected violations of laws or standards of conduct and are expected to treat clients, customers, and colleagues with respect and integrity. If this sounds like what you're looking for, it could be a great fit—for you and for us. A Team Environment Built for Growth Joining United Systems means working alongside IT specialists supporting complex, enterprise environments. As part of the Blue Alliance network, you gain access to a community of hundreds of peers and experts across the country. This means more opportunities for learning, professional development, and career advancement without losing the close-knit feel of a smaller team. You'll enjoy the best of both worlds: The autonomy and client engagement typical of a local MSP The resources, support, and structure of a leading national IT services organization A Unique Opportunity Through Blue Alliance As a Blue Alliance partner company, United Systems provides team members with unmatched opportunities to learn, lead, and succeed. Each company in the network maintains its unique identity while working toward shared goals. If you're looking to make a meaningful impact and grow your career in a supportive, future-focused environment, this is the place for you. Why Join United Systems? United Systems, a Blue Alliance company, has been a trusted technology partner for Oklahoma City businesses and schools for over 40 years. We deliver internet connectivity, cybersecurity, voice, and physical security solutions with the responsiveness and care of a local team, and the technical depth of a seasoned IT provider. We specialize in designing and deploying innovative, integrated systems for K-12 districts, libraries, and local organizations. Our reputation is built on reliability, community commitment, and customer satisfaction. If you're looking to grow your career with a team that values excellence, service, and local impact, United Systems offers the stability of a 40-year legacy, and the momentum of a forward-thinking tech leader. Benefits of working at

United Systems:

Be part of a fun, awesome team 9 paid holidays 401K Retirement with matching contributions Excellent medical, vision and dental insurance Life insurance and disability insurance Cell phone stipend 3 weeks PTO Top Reasons our Employees Love Being Part of the

Blue Alliance Family:

Entrepreneurial Culture Fast-paced Flow, with a Variety of Projects Collaborative Work Environment Training & Certifications Career Growth Opportunities Ready for the next step? The greatest rewards are reserved for those who want to be better and then put in the hard work, to be their best version of themselves. Interested applicants should click to submit their resume and application above. Please be advised we, United Systems, participate in E-Verify.