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Job Description

The IT Help Desk technician II is a hands-on role that requires an excellent communicator who can use their own initiative to work as a team or independently. The candidate will be responsible for supporting 300+ users both on-site and remotely in a fast-paced environment within a team of skilled IT professionals. The ideal candidate will be highly motivated and have a basic understanding of networking and servers as well as a thorough understanding of desktop and application support. This is a dynamic support role with growth potential where pro-activity, documentation skills, compliance, and a solution-driven mindset are required. This position is frequently the “face of IT” within the organization and needs to convey an attitude of caring and competence in all interactions.

This role offers an individual with the basic skills the opportunity to expand their knowledge into all aspects of core IT administration, networking, and innovation.

• Acts as a front-line interface to users, accepting requests for technical assistance and resolving routine computing problems.

• Responds to user requests for service in a prompt, friendly, and customer service-oriented manner.

• Provide Helpdesk coverage and log, prioritize, categorize, and document all phone and email requests received by the Helpdesk system.

• Troubleshoot, diagnose, and resolve technical support issues for users, communicate status and follow through to completion.

• Monitor, report, and respond accordingly to all systems alerts from the Monitoring System

• Follow procedures to assign and escalate complex calls to the appropriate internal or third-party technical support person.

• Provide hardware, software, telecom, printing, audio-visual, and network support to users and external clients as necessary.

• Setup, deploy, and troubleshoot user endpoint devices, printers, and other PC hardware and peripherals. Knowledge of imaging technologies such as Microsoft Intune, Deployment Toolkit, and RMM tools is a plus.

• Provide Basic (Level 1) support, troubleshooting, and problem-solving on a local area network (LAN) and on a wide area network (WAN) using standard network troubleshooting techniques and tools.

• Provide basic telecommunications support for phone and voicemail utilizing MS Teams

• Install, configure, maintain, troubleshoot, and resolve problems related to a wide variety of applications and other software.

• Maintain an accurate inventory of all IT Equipment within the Helpdesk’s Asset Management System.

• Acts in a consultative role to end-users by providing recommendations regarding hardware, software, processes, etc., to enhance productivity and efficiency.

• Assists in training of basic systems for new and current users when necessary.

• Create new user access/login accounts as well as remove user files/access from network upon user separation.

• Provide project support to Senior IT Operations technical staff as appropriate.

• Manage individual projects as assigned, including planning, timelines, status updates, milestones, and completion of objectives.

• Write essential documentation on procedures, troubleshooting steps and solutions including user guidelines for KB publication.

• Provide rotating, on-call services for after-hours and weekend coverage.

• Provide rotating, on-site weekend coverage.

• Stay current on all affiliate technologies required for end-user support issues.

• Perform other duties and responsibilities as assigned. This may include performance of duties not directly indicated in the job description.

• Must maintain confidentiality.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

• BA/BS degree in information technology or computer science or related field or 5 Years of job-related experience in directly supporting end users, customer support, computer operations, system administration or another related area.

• Experience working in an Active Directory and Microsoft Cloud environments, working with Windows/AD, O365, Entra ID, OneDrive, Microsoft Teams, MS Defender suite and Intune.

• Experience with Apple products such as iPad, MacBook, and Apple Operating Systems.

• Experience with iOS and Android-based products.

• Experience working in a networking environment.

• CompTIA Security + or higher, or ability to achieve certification within 90 days.

Licenses / Certification Required:

• Possess a valid Florida Driver’s License.

• Able to secure a Transportation Worker Identification Credential (TWIC).

Physical Requirement

• Tasks involve the ability to exert light physical effort in sedentary to light work.

• May involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (20-50 pounds).

Environmental Requirements

• Degree of flexibility and are likely to require evening/weekend work and participation in an on-call rotation

• Office Environment – with the ability to travel to and from other offices/buildings. • Microsoft Certified Desktop Support Technician (MCDST), preferred.

• Microsoft Certified System Administrator (MCSA), preferred.