IT Help Desk Technician II

Description:

The IT Help Desk Technician II provides intermediate-level technical support for users across the organization, ensuring prompt and effective resolution of issues related to computer systems, software, network connectivity, and various IT services. This role acts as a liaison between end users and advanced IT support, offering a balance of technical troubleshooting, customer service, and hands-on assistance. The Technician II may also contribute to internal documentation, support IT projects, and assist junior team members as needed. This is a full-time in-office position. Responsibilities and Duties Troubleshoot and resolve Tier I and Tier II service requests through multiple channels including FreshService, email, phone, chat, or in person. Support desktop and laptop hardware, mobile devices, printers, and various peripherals. Administer and support user accounts, groups, and permissions using tools such as Active Directory, Microsoft 365, and Okta. Provide technical support for Microsoft 365 collaboration tools including Outlook, Teams, OneDrive, SharePoint, and Zoom. Provide support for PDF and document tools including Foxit PDF Editor and Adobe Acrobat. Assist with deployment, imaging, and configuration of devices using Meraki MDM and other enterprise tools. Document issues and resolutions clearly in FreshService and contribute to internal documentation using Loom. Participate in onboarding and offboarding processes, including hardware setup and account provisioning. Collaborate with the Help Desk Team Lead and other IT staff to escalate complex issues appropriately. Monitor system alerts and follow up with proactive support when necessary. Help identify recurring problems and recommend process or system improvements. Coach, teach, and mentor. Support LHMSH culture by promoting "Friendly, Positive, and Focused on Excellence." Protect the legal, financial, and moral well-being of Larry H. Miller Senior Health. All other duties as assigned.

Requirements:

Associate degree in Information Technology, Computer Science, or a related field preferred; equivalent work experience may be considered. One to three years of experience in a help desk, desktop support, or IT support technician role. CompTIA A+, Network+, and Security+ certifications required, or equivalent industry-recognized certifications. Proficient in supporting Windows 11, macOS, and mobile OS platforms (iOS/Android). Experience with Active Directory, Microsoft 365, and Okta for user account administration and support. Experience supporting Microsoft 365 tools including Outlook, Teams, OneDrive, and SharePoint. Experience supporting PDF tools including Foxit PDF Editor and Adobe Acrobat. Understanding of basic networking principles including TCP/IP, DNS, DHCP, and VPN. Experience with FreshService or similar IT service management platforms. Experience with documentation tools such as Loom. Basic knowledge of scripting or automation such as PowerShell is desirable but not required.

Physical Requirements:

Regularly required to walk, sit, stand, bend, reach, talk, hear, kneel, crouch, stretch, twist, lift up to 40 pounds, and move about. Required vision includes close vision, distance, peripheral, and the ability to adjust focus. Prolonged periods of sitting at a desk and working on a computer. Ability to carefully consider all information and make impactful decisions on a regular basis. Maintain regular attendance and timeliness as set forth within the work schedule designated by the department supervisor/manager. Job requires accepting criticism and dealing calmly and effectively with high-stress situations. Ability to communicate effectively, both orally and in writing. Perks Medical, Dental, and Vision Flexible Spending and Health Savings Accounts Short and Long Term Disability Life Insurance 401(k) options with a portion of the employee's contributions matched by the Company PTO EAP Discounts on Home, Auto and Pet Insurance Discounts on Larry H. Miller Megaplex Theaters