Helpdesk Representative II

POSITION SUMMARY 

The Help Desk Support Representative II provides advanced technical support to Vistage employees, ensuring the reliable operation of hardware, software, mobile devices, and enterprise systems. Reporting to the Senior Manager, Help Desk, this role handles escalated support requests, resolves complex issues, and ensures users receive timely, effective assistance.

In addition to troubleshooting, the Help Desk Support Representative II contributes to system administration tasks, process documentation, and technology training for employees. This role also serves as a mentor and escalation point for Help Desk Support Representatives, ensuring consistent service delivery and adherence to IT best practices.

THE COMPANY 

Vistage is the world’s largest CEO coaching and peer advisory organization for small and midsize business (SMB) leaders. We offer the most effective approach for SMB enterprises to achieve better results and grow faster, as well as for SMB leaders to maximize their impact. 

The 45,000+ members we serve are CEOs, owners and executives of SMB organizations located across the US and in 35 counties worldwide. These SMB executives spend a day or more with Vistage every month to immerse themselves in our comprehensive platform for making better decisions, getting better results and becoming better leaders. Our platform features three core elements: valuable perspectives from a trusted group of peers, professional guidance and meeting facilitation from an accomplished business leader (the Chair), and deep insights from subject matter experts.

Vistage was founded more than 65 years ago, and we’ve grown every year since then by innovating to stay on the cutting edge of business and being relentless in delivering value to our members. Our success is demonstrated by the fact that Vistage member companies grow 2.2 times faster than non-Vistage peer companies. Learn more about us at www.vistage.com. 

VISTAGE EMPLOYEE LIFE 

Vistage’s success is anchored by a unique culture that reinforces employee commitment to the Vistage mission. It is a spirit of collective success and achievement which is also reflected in our workplace. Here’s a sample of the employee experience that helps drive our success: 

Welcome to our home. Our US headquarters sits in the heart of San Diego’s UTC area. It features an open, modern aesthetic with lots of collaboration spaces and opportunities to interact with co-workers. We stay fueled up with free snacks and a weekly free lunch day, along with free lattes and nitro cold brew coffee on tap! From our San Diego base, we collaborate with colleagues based across the country and around the world.

We sweat the details. Our on-site gym is decked out with Peloton bikes and other top-tier fitness equipment to keep your workout challenging and fresh. Our campus also offers access to an additional gym, volleyball courts, and a scenic office park, perfect for getting in those midday steps!

We invest in your career. Each employee has an actionable career progression plan developed through individual collaboration with their manager. We focus on promoting from within, and employee progression plans are complemented by all-staff development days held in our state-of-the-art learning center. Employees also have access to tons of individualized development resources and a generous tuition reimbursement program.

We invest in you. Our employee benefits program is one of the most generous you’ll find. Fully-paid healthcare is provided for employees through Aetna, along with access to company-subsidized dental, vision, and life insurance coverage available to employees at very low rates. Take care of your financial future with eligibility for 401(k) matching funds after your first month as an employee. Use the free individual investment counseling we provide to help you grow the money you’ve saved. You’ll also start with 16 days of paid time off + 12 paid holidays per year to allow you to relax and recharge; employees receive additional annual paid days off based on tenure.

We keep it fun! Whether you’re with us in the Padres luxury suite enjoying our summer baseball outing, unwinding during an employee happy hour, or toasting your co-workers at our epic annual holiday party, you’ll see that we take having fun as seriously as helping our members succeed! The office vibe is business casual with flexible schedules and the freedom to work from home two days per if you so choose! We value mutual respect and laughter . . . we hate stiff formality. You’ll have regular access to Vistage executives—our CEO even buys everyone doughnuts to fuel his informal employee chats!

Vistage’s culture and sense of mission drive employee loyalty: more than half of our staff has been with the company for five years or longer. Are you ready to start your Vistage journey? 

RESPONSIBILITIES

Reporting to the Sr. Helpdesk Manager, the Helpdesk Technician will be responsible for the following:

• Serve as an escalation point for complex technical issues unresolved by Help Desk Support Representative I.
• Provide advanced troubleshooting for computer hardware, software, mobile devices, telecommunications, and enterprise applications.
• Assist with administration of user accounts, permissions, and access across enterprise systems.
• Deploy, configure, and update software applications and endpoint devices.
• Document and maintain technical support processes, knowledge base articles, and user guides.
• Train and guide employees in the proper use of hardware, software, and IT policies.
• Support system maintenance tasks, including patch management and routine updates.
• Coordinate with other IT staff, vendors, or service providers to resolve escalated issues.
• Track and document all technical problems, solutions, and system changes in the ticketing system.
• Assist with IT equipment lifecycle management, including procurement, setup, deployment, and decommissioning.
• Participate in IT projects, system rollouts, and cross-functional initiatives as assigned.
• Stay current on emerging technologies, tools, and industry best practices to support continuous improvement.
• Other duties as assigned.

SKILLS

QUALIFICATIONS 

• Bachelor’s degree in Information Technology, Computer Science, or related field preferred; equivalent experience may be considered.
• 3–5 years of experience in technical support, help desk, or IT operations required.
• Experience supporting enterprise systems (Salesforce, financial applications, or other CRM/ERP platforms) strongly preferred.
• Prior experience contributing to IT projects or system implementations a plus.
• A+, S+, N+ technical certifications or equivalent experience preferred.
• Distinctive problem solving and analytical skills.     

PROFILE 

• Excellent customer service skills – properly sets expectations with customers, honors commitments, provides timely and consistent follow-up and delivers prompt resolution for all customer technical issues
• Strong troubleshooting ability and technical resourcefulness – able to find technical solutions (via forums, knowledgebase, FAQs, etc.) when not readily apparent
• Strong commitment to INFOSEC in all IT work performed, conversant in the language of Information Technology
• Able to clearly and consistently document all work performed
• Effective communication skills
• Ability to operate independently
• Articulate, diplomatic and polished

TOTAL COMPENSATION RANGE

$36 Hourly (salary based in San Diego, CA)

JOB LOCATION

Hybrid in San Diego; 3 days onsite, 2 days offsite (the first few training months will require 5 days onsite)