Prioritize assigned helpdesk tickets and respond quickly to customer needs.
Respond to and resolve escalated technical support tickets from Level 1 technicians.
Troubleshoot and support desktops, laptops, mobile devices, printers, and other peripherals.
Provide support for Windows, macOS, and common enterprise applications (e.g., Microsoft 365, VPN, remote desktop tools).
Assist with user account management in Active Directory, Exchange, and other systems.
Perform software installations, updates, and configurations.
Document issues, solutions, and processes in the ticketing system and knowledge base.
Collaborate with other IT team members to resolve complex issues and implement improvements.
Timely escalation to IT Support Lead when needed.
Prioritize, manage and ensure the development and implementation of enhancements and changes to IT policies and procedures.
Participate in planning and implementing IT projects as needed.
Collaborate closely with technology management in project prioritization/ planning to understand future resource needs
Participate in most phases of IT projects, from advising on specification requirements and limitations.
Maintain inventory of IT assets and assist with hardware lifecycle management.
Assist Manager-IT in maintaining & installing networking components, servers, workstation, and software.

Bachelor's Degree in computer science or networking field, or equivalent experience.
Technical Certifications Network+ and A+ or higher, required
At least one additional network/PC industry certificate, preferred Cisco, Microsoft
Proficiency with Windows and macOS operating systems.
Experience with Active Directory, Office 365, and remote support tools.
Strong understanding of networking fundamentals (TCP/IP, DNS, DHCP).
Knowledge of wide range of information management techniques, requirements, methods, and procedures, including approaches used by other organizations to design solutions for application requirements.
Excellent written and verbal communication skills with the ability to interact with all levels within the organization
Excellent interpersonal / relationship management skills
Excellent conflict resolution and negotiation skills
3 years of experience in IT support role, required; 5 years, preferred
Knowledge of network architecture, interrelationships, operating modes, configuration, topology, and protocols.

IT Help Desk Technician II

Key skills