Help Desk Technician II

Overview

Tier 1/2 support via phone, email, and chat. Hardware, software, networking, and account access troubleshooting.

Responsibilities

• Respond to support requests within SLA via phone, email, chat
• Troubleshoot hardware, software, network, account issues
• Provision/deprovision accounts in AD and M365
• Image and deploy laptops per client standards
• Document all interactions in ticketing system
• Escalate complex issues to Tier 3
• Assist with onboarding and offboarding

Requirements

• 2+ years help desk experience
• Windows 10/11 and macOS troubleshooting
• Active Directory and M365 experience
• Excellent communication skills
• CompTIA A+ or equivalent

Preferred Qualifications

• CompTIA Network+ or Security+
• ServiceNow, Jira, or Freshdesk experience
• Intune or Jamf familiarity