IT Helpdesk II

Description:

About Us:

At Tomball Controls, we specialize in manufacturing custom fuel tanks, custom sound attenuated enclosures, and access platforms for emergency power generators. We are proud to serve clients across various industries, providing them with high-quality power packaging solutions to meet their specific requirements. With years of experienced team members and a commitment to excellence, we have built a reputation for delivering reliable and durable products on time and within budget.

Job Description:

The IT Helpdesk Level II Technician provides advanced technical support and troubleshooting for end-users, assisting with hardware, software, and network-related issues. This role serves as an escalation point for Level I support and is responsible for resolving more complex problems, ensuring high levels of customer satisfaction and operational efficiency.

Key Responsibilities:

Respond to and resolve escalated technical support requests via phone, email, or ticketing system. Troubleshoot and diagnose issues related to desktop computers, laptops, printers, mobile devices, and other IT equipment. Provide advanced support for Microsoft Windows, Mac OS, Office 365, and common business applications. Assist in network connectivity troubleshooting, including wired and wireless networks, VPNs, and remote access. Perform user account management in Active Directory, including password resets, permissions, and group memberships. Document solutions, procedures, and resolutions in the knowledge base for future reference. Collaborate with IT team members to resolve complex problems and escalate issues when necessary. Install, configure, and maintain hardware and software according to company standards. Participate in IT projects such as system upgrades, migrations, and deployments. Ensure compliance with company IT policies, security standards, and best practices. Train and mentor Level I helpdesk staff as needed.

Requirements:

Required Qualifications:

Associate's or Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience). 2+ years of experience in a helpdesk or technical support role, with exposure to Level II troubleshooting. Strong knowledge of Windows and Mac operating systems, Microsoft Office Suite, and common business applications. Experience with Active Directory, Office 365 administration, and basic network troubleshooting. Familiarity with ticketing systems (e.g., ServiceNow, Autotask, ConnectWise) and remote support tools. Excellent problem-solving and analytical skills, with the ability to work independently and as part of a team. Outstanding written and verbal communication skills, with a customer-focused approach. Ability to prioritize tasks, manage multiple requests, and work in a fast-paced environment. Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional) are a plus. Equal Opportunity Employer/Minorities/Women/Veterans/Disabled Tomball Controls is an Equal Opportunity and Affirmative Action Employer. Tomball Controls is committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law.