Help Desk Technician II

Description

Location: Oklahoma City, Oklahoma

United Systems is seeking a Help Desk Technician II to provide intermediate technical support to managed service customers.

In this role, you will troubleshoot and resolve a broad range of hardware, software, network, and system issues. You will serve as the primary escalation point for Tier 1 technicians, performing intermediate troubleshooting and analysis while ensuring issues are resolved efficiently. The Help Desk Technician II also contributes to documentation, knowledge sharing, and the ongoing maintenance of client IT environments to help deliver high-quality service and minimize client downtime.

• Respond to client inquiries and service requests through phone, email, or chat in a timely and professional manner.
• Respond to and resolve technical issues escalated from Help Desk Technician I.
• Perform intermediate troubleshooting and analysis of software, hardware, network, and system configuration issues using established troubleshooting methodologies.
• Assist with the maintenance and optimization of client IT environments, including:
  • Servers
  • Networks
  • Microsoft 365 services
  • User accounts
  • Software applications
• Escalate complex or high-impact technical issues to Help Desk Technician III with complete troubleshooting documentation and findings.
• Collaborate with Tier III technicians, network engineers, systems administrators, and other technical teams to deliver consistent, high-quality support to clients.
• Create, update, and maintain detailed documentation of issue resolutions, technical procedures, and best practices within Connect Wise PSA and IT Glue.
• Identify recurring issues and recommend improvements to documentation, procedures, or client environments.
• Assist in supporting and sharing knowledge with Help Desk Technician I team members as appropriate.
• Document all time daily, including activities, projects, and tickets, in the ticketing system as the work is performed.

• Maintain established ticket SLAs as defined by the Manager.
• Maintain the established CSAT score as defined by the Manager.
• Demonstrate ownership of assigned tickets from initial response through resolution or appropriate escalation.
• Follow established change approval processes.
• Document notes, meeting minutes, and customer communications in Connect Wise PSA and IT Glue, as appropriate.
• Submit the current week's timesheet by the end of shift each Friday.
• Ensure all time and expense reporting complies with company policy.
• Maintain consistent and reliable attendance.

• Ticketing software, including incident management and accurate allocation of time to tickets.
• Intermediate knowledge of Windows desktop and Windows Server operating systems.
• Working knowledge of Microsoft 365 administration, including:
  • Exchange Online
  • Microsoft Teams
  • Entra  (Azure AD)
  • Share Point
• Intermediate knowledge of network troubleshooting, including:
  • DHCP
  • DNS
  • Circuit/ISP issues
  • Command-line tools
  • Network diagnostic utilities
• Working knowledge of wireless and switching technologies.
• Working knowledge of firewall configuration and troubleshooting.
• Working knowledge of IT Glue and other documentation tools.
• Working knowledge of Microsoft Outlook and Microsoft Teams.
• Software as assigned.

This role works collaboratively with Tier III technicians, network engineers, systems administrators, and other technical teams. The Help Desk Technician II also assists in supporting and sharing knowledge with Help Desk Technician I team members as appropriate.

This position requires the ability to:

• Use hands to manipulate, handle, feel, and control equipment.
• Talk and hear.
• See and read.
• Interpret…