Help Desk II

Description We are looking for a Help Desk II specialist to support internal teams through a web-centered desktop support environment. This contract opportunity is ideal for someone who enjoys resolving technical issues, managing service requests efficiently, and supporting communication tools used across the organization. The role is expected to begin on a part-time schedule of 20-30 hours per week, with potential flexibility to expand based on business needs and candidate fit.

Responsibilities:

- Provide second-level technical assistance for internal users by diagnosing and resolving desktop, system, and access-related issues in a timely manner.

- Manage incoming support requests through the ticketing system, document troubleshooting steps, and ensure issues are tracked through completion.

- Support web-based tools and online content posting processes used by internal stakeholders across the organization.

- Assist with mass email platform activities, including troubleshooting distribution issues and supporting users working within Higher Logic Informz.

- Investigate problems related to Microsoft Windows environments, including Windows 10 workstations and common end-user software.

- Deliver clear updates to users and coordinate with other technical resources when issues require escalation.

- Help maintain consistent service desk operations by prioritizing requests and addressing recurring technical concerns proactively. Requirements

- 2+ years of experience providing Tier II help desk or desktop support in an internal user environment.

- Experience with mass email systems, preferably Higher Logic Informz.

- Experience with Robo Head or similar ticketing platforms

- Working knowledge of Microsoft Windows, including Windows 10 troubleshooting and general desktop support.

- Ability to handle service desk tickets effectively, from intake through resolution and documentation.

- Familiarity with basic troubleshooting methods for hardware, software, browser, and user access issues.

- Exposure to web-based platforms and tools used for content publishing or administrative support.

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