Help Desk Technician II

Job Title: Help Desk Technician II

Company: United Systems

Location: Oklahoma City, OK

The Help Desk Technician II provides technical support to managed service customers by troubleshooting issues, supporting customer systems, and ensuring timely resolution. This role plays a critical part in maintaining client satisfaction and minimizing downtime through effective problem-solving and technical expertise.

• Document all time daily (activities, projects, tickets) in real time within the ticketing system
• Respond to client inquiries via phone, email, or chat in a timely and professional manner
• Analyze and troubleshoot technical issues related to software, hardware, networks, and system configurations
• Assist with optimization and maintenance of client IT systems, including servers, networks, and software applications
• Create and maintain detailed documentation of problem resolutions, procedures, and best practices in the ticketing system
• Handle client service requests and ensure timely and effective issue resolution

• Maintain established ticket SLAs as defined by management
• Maintain customer satisfaction (CSAT) scores as defined by management
• Follow established change approval processes
• Submit weekly timesheets by end of shift each Friday
• Verify and submit relevant documentation updates
• Collaborate with other teams, including network engineers and systems administrators, to ensure cohesive service delivery
• Ensure all time and expenses are compliant with company policy
• Document all notes, meeting minutes, and customer communications in Connect Wise PSA and IT Glue as appropriate

• Ticketing Software: Incident management and time allocation
• Networking: Knowledge of DHCP, DNS, circuit/ISP issues, and use of command-line tools for troubleshooting
• Wireless & Switching: Knowledge is a plus
• Firewalls: Configuration and troubleshooting knowledge is a plus
• Documentation Tools: IT Glue
• Communication Tools: Office and Teams
• Additional software as assigned

• Ability to use hands to handle and control equipment
• Ability to communicate effectively (talk and hear)
• Ability to read, write, and interpret written documents
• Occasionally lift and move objects up to 25 pounds, with or without reasonable accommodations

• Be part of a fun, awesome team
• 9 paid holidays
• 401K Retirement with matching contributions
• Excellent medical, vision and dental insurance
• Life insurance and disability insurance
• Cell phone stipend
• 3 weeks PTO

Please be advised we, United Systems, participate in E‑Verify.