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