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Help Desk Technician II

Hayes Medical Staffing
On-site
Fort Lauderdale, Florida, United States
$50,000 - $55,000 USD yearly

At Hayes, a Help Desk Specialist is part of a group committed to customer service and always eager to help others.  

 

Responsible for support of end user service requests and technical issues. Provides technical expertise for operational processes such as onboarding, vendor service requests, and minor projects. Assists clients with any issues involving their computer hardware, communications software, or computer applications. Always follows operational best practices and continuous Service Management improvement. Ensures SLA’s are met and strive for a near 100% customer satisfaction rating. Assists in generating documentation and management of inventory. This position reports to the Director of IT. 


Essential Duties and Responsibilities  

General overview 

  • Provides technical support to users by researching and answering questions, troubleshooting problems, and maintaining workstation and LAN performance.
  • Assists in the provisioning, deployment, management, and tracking of all end-user equipment and hardware.
  • Provides answers to clients by identifying problems, researching answers, and guiding clients through corrective steps.
  • Updates job knowledge by participating in educational opportunities and maintaining personal networks.

Implement Process Improvements 

  • Assists in the management of device lifecycle replacement standards.
  • Document and organize all technical resolutions in a knowledge base for easy end-user reference.
  • Stays current in end-user support management technologies, policies, and procedures.
  • Makes recommendations to improve operational efficiency to the department head.
  • Improves system performance by identifying problems and recommending changes.
  • Performs other duties as assigned or required by direct supervisor or department head.

Basic Responsibilities 

  • User account creation and management, including Microsoft Azure AD group memberships.
  • Engaging in basic project work and troubleshooting complex tickets.
  • Performing new hire onboarding, training, and providing mentorship to Tier 1 technicians.
  • Creating advanced documentation (FAQs) and supporting SharePoint, OneDrive, and basic Salesforce provisioning.
  • Providing support and managing engagements with vendors including RingCentral, Sense HQ, Dell Hardware (TechDirect), and printer support management.

 

Education and Work Experience Requirements 

Below are the minimum requirements to be eligible for the position. 

Education or Training 

  • Bachelor's degree in computer science, information technology, or equivalent technical experience.
  • Technical certifications such as Microsoft Fundamentals (365 or Azure), CompTIA A+, Salesforce Associate.
  • General familiarity with technical systems such as: Active Directory, Microsoft Azure, Microsoft Intune, Salesforce, NinjaOne, RingCentral, and Microsoft 365.

Work Experience 

  • 1+ Years in a help desk or technical support role 
  • Customer Service experience
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