Helpdesk Technician II

Join to apply for the Helpdesk Technician II role at Environmental Air Systems
.

• Serve as an escalation point from Level 1 support for complex technical issues, including advanced operating system errors, network connectivity problems, and application‑specific issues.
• Diagnose, troubleshoot, and resolve hardware problems (desktops, laptops, printers, mobile devices, servers).
• Troubleshoot and resolve software issues, including OS configurations (Windows), Microsoft 365/Google Workspace.
• Perform user account management (creation, modification, termination) and manage security permissions for network shares and applications.
• Configure and deploy new hardware and software.
• Troubleshoot basic to intermediate network issues (TCP/IP, DNS, DHCP, VPN clients, Wi‑Fi connectivity) and assist with patch management and system monitoring.
• Document all technical issues, troubleshooting steps, and resolutions in the ticketing system (e.g., Zendesk). Create and update knowledge‑base articles and SOPs.
• Maintain professionalism and empathy while interacting with users via phone, email, remote connection, or in‑person.
• Prioritize and manage multiple support tickets efficiently and communicate technical information clearly to non‑technical users.
• Collaborate with other IT teams to resolve major outages or complex infrastructure‑related issues and mentor Level 1 helpdesk staff.

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field preferred.
• Equivalent experience may be considered in lieu of a degree.

• Minimum of 5–6 years of experience in a Helpdesk, Desktop Support, or IT support role.
• Proven experience handling escalated technical support issues.

• Expert proficiency in troubleshooting and supporting Microsoft Windows (10/11).
• Strong working knowledge of Microsoft Active Directory/Azure AD (user/group management, GPOs).
• Solid experience with troubleshooting and supporting Google Workspace and Microsoft 365 applications (Outlook, Teams, SharePoint, One Drive).
• Familiarity with ticketing systems and Service Level Agreements (SLAs).
• Basic understanding of networking concepts (IP addressing, subnetting, basic switch/router configurations).
• Experience with hardware repair and configuration (PC, laptop, peripheral components).

• CompTIA A+
• CompTIA Network+
• Microsoft Certified:
  Modern Desktop Administrator Associate (MD‑100/101).
• ITIL Foundation.

• Mid‑Senior level

• Full‑time

• Information Technology
• Industrial Machinery Manufacturing