Help Desk Level II

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• Employment Eligibility (e-Verify): English & Spanish
• Right to work: English / Spanish
  
  

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

As a Help Desk Level II personnel, you will play a crucial role in ensuring that our desktops, portables, peripherals (such as printers and projectors), and software are functioning properly to enable end users to accomplish their business tasks efficiently. This role requires the ability to work in a professional environment, coupled with a passion for delivering high-quality technical support. Your dedication to these tasks ensures that our operations run smoothly and our end users receive the support they need.

• Responsible for ensuring proper desktops, portables, peripherals and software operation so that end users can accomplish business tasks
• Diagnose and troubleshoot hardware malfunctions and perform repairs, part replacements, and upgrades to maintain system performance
• Prioritize, document, and actively resolve end-user help requests
• Escalating incidents when considered appropriate and necessary to maintain SLA expectations
• Field incoming requests from end users via telephone, e-mail or other established support channels
• Provide guidance, monitor tickets, investigate unresolved issues, troubleshoot configuration issues, perform software installations, and hardware repairs
• Document all relevant information, including name, organization, contact information, asset details, nature of issue, troubleshooting steps taken, and resolution, with attention to detail
• Proactively engage the required resources to ensure the customer's expectation is exceeded
• Take ownership of assigned tasks, ensuring thorough follow-up and resolution
• Stay up to date with emerging technologies and security best practices
• Work on-call on an as-needed basis
• Document recurring problems and identify the root cause to find solutions
• Provide technical support for AV equipment, including projectors, microphones, video conferencing systems (Crestron), and digital displays
• Assist end users with corporate-assigned mobile device issues, setup, and configuration
• Manages/updates the supply inventory
• Support remote and traveling users via remote login and phone
• Prepares computers/workstations with all the necessary hardware and software components and creates user accounts (as needed)
• Advanced administration of other systems as assigned, trained or mentored by senior members of the team, or instructed in special training sessions
• Advanced administration and basic troubleshooting of Office 365
• Minimum 3 years of experience in a help desk environment
• Strong knowledge of Windows operating system, macOS, and common enterprise applications
• Experience with Active Directory, Office 365, and basic network troubleshooting
• Audio-Visual (AV) expertise (Projectors, sound systems, video conferencing platforms, and AV control systems
• Certification in CompTIA A+, MS Windows 10, Apple Device Support, N+ certification (Preferred)
• Ability to work independently and demonstrate initiative in problem-solving
• Excellent communication skills with a focus on customer service
• A high level of commitment and reliability, ensuring all tasks are completed effectively
• Ability to multitask and work with interruptions
• Ability to work in a close team environment
• Ability to work ‘On-call’ and on an ‘As-needed’ basis (Required)
  
  

Benefit Highlights

• Industry leading medical, dental and vision insurance plan
• 401(k) Retirement Plan with a company match of 100% on up to 5% of compensation (match is fully-vested immediately)
• Generous PTO policy
• Eligible for performance based bonuses