Helpdesk Technician II

As our sole Helpdesk Technician, you will be the first point of contact for all IT support needs within the organization. You’ll handle everything from basic user issues (Level I) up through more complex technical problems (Level II), including escalations, diagnostics, hardware deployment, and documentation. The person in this role must be skilled, adaptable, customer-oriented, and comfortable taking initiative to resolve issues end-to-end or escalate appropriately.

• Serve as the primary point of contact for all user support requests via phone, email, ticketing system, in person or remote.
• Troubleshoot and resolve Level I and Level II issues, including but not limited to:
  • Hardware issues: desktops, laptops, monitors, printers, peripherals
  • Operating System problems, software utilities, patches, OS updates
  • Account and permission issues (e.g. Active Directory/user directory task)
• Deploy, configure, and maintain end-user hardware and peripherals; perform imaging and setup for new machines; handle user onboarding/offboarding.
• Maintain and update hardware / software inventory, asset tracking, and configuration documentation.
• Manage ticket queue: prioritize, respond in a timely fashion, follow up, escalate issues beyond your scope.
• Create, maintain, and improve internal documentation, knowledge base articles, troubleshooting guides, and standard operating procedures.
• Provide excellent customer service; communicate technical information clearly and kindly to non-technical users.
• Be proactive in identifying recurring problems and suggesting improvements to avoid repeated issues.
• Occasionally assist with after-hours or on-call work for urgent issues if required.
• Collaborate with other teams (network, security, infrastructure) when escalations or cross-team issues arise.

• High school diploma or GED; associate degree or relevant technical training preferred.
• Minimum of 2-4 years of experience in technical support / helpdesk / desktop support roles
• Experience with basic networking:
  Wi-Fi, LAN, VPN, hostname / IP issues, etc.
• Familiarity with user directory services (e.g. Active Directory), account creation, permissions, resets
• Experience using a helpdesk ticketing system; ability to manage your queue and log work clearly.
• Good diagnostic / troubleshooting skills; ability to think through problems, ask clarifying questions, escalating when necessary.
• Strong customer service / communication skills; able to explain technical issues to non-technical users.
• Preferred / Nice-to-Have.
• Certifications such as CompTIA A+, Network+, Microsoft Modern Desktop, etc.
• Experience with imaging / deployment tools, remote support software
• Some exposure to security best practices (patch management, endpoint protection, safe browsing)
• Experience working alone as primary support for an organization or a small team.
• Experience with maintaining hardware inventory, tracking, coordinating warranty repairs.
• Self-starter / ability to work independently and manage your own time.
• Patient, helpful, and customer-oriented mindset
• Organized, detail-oriented, with good documentation practices.
• Adaptable; able to switch between simple, routine tasks and more complex troubleshooting.
• Good collaborative spirit; comfortable escalating to more senior staff when needed.
• Experience working as an IT help desk technician or in a similar customer support role.