Help Desk Technician II

Summary

 As a Level II Help Desk Technician in our Network Operations Center (NOC), you will be instrumental in maintaining the stability, integrity and optimal performance of our clients’ IT environments.  You will manage escalated issues from Level 1 Technicians, conduct advanced troubleshooting and collaborate with cross-functional technical teams to swiftly resolve complete IT challenges.  This role demands strong technical acumen, sharp problem-solving abilities and the capacity to perform effectively under pressure in a fast-paced setting.

Major Roles and Responsibilities

• Respond to and resolve escalated incidents and service requests from Level 1 Technicians, customers and stakeholders.    
• Perform advanced troubleshooting and root cause analysis for a wide range of network issues, including connectivity, performance and configuration challenges.   
• Implement complex network configurations and changes in accordance with approved procedures and change management policies.  
• Ensure a positive end-to-end customer experience throughout the support process.  
• Diagnose and resolve hardware, software, user access, configuration, operational and printing issues.   
• Follow established departmental standards, policies and procedures while maintaining strict confidentiality of information.  
• Utilize system and network diagnostic tools to identify and isolate the source of technical problems.  
• Communicate technical issues clearly and professionally to relevant teams and maintain detailed records of incidents, actions taken and system malfunctions. 
• Collaborate with cross-functional teams to resolve complex issues focusing on long-term solutions to prevent recurrence.   
• Deliver timely technical support through the phone, remote access tools and other communication channels.   
• Provide mentorship and guidance to Level 1 technicians, promoting knowledge sharing and adherence to best practices. 
• Perform other duties as assigned, including participation in an on-call rotation.     

Qualifications and Education Requirements

• Bachelor’s degree in a technical or computer-related field of study or equivalent related experience.  
• 2+ years of technical and customer support experience in a NOC environment required.  
• 4+ years' software applications, Windows and hardware support role in an enterprise environment.  
• Must have demonstrated experience working with highly functional teams.?  
• Must be able to lift up to 70lbs.  
• Great communication skills; verbal and written.?  
• Excellent customer relationship skills.?  
• Excellent critical thinking and decision-making skills.?  
• Any specialized certifications are a plus.  

Additional Notes

• Probationary period of 90 days. 
• Individuals with a felony or misdemeanor convictions MAY not be hired.
• Individuals must not have any alcohol or drug-related convictions or suspensions within the past three years.  
• Individual must be able to read and understand instructions in English as well as possess good oral and written communication skills.   
• Individual must be able to pass a drug and physical screening as well as background requirements. 
• Individual must be available to work variable hours and willing to travel.