Help Desk Technician II

Job Description

We are on the lookout for a Help Desk Technician II to join our team based in Hartford County, Connecticut. In this role, you will be tasked with a variety of functions, including monitoring and responding to ticket queues, providing assistance to end users, and configuring new staff members in our system. This role is an exciting opportunity for those with a strong technical background and excellent customer service skills.

• Monitor and respond to ticket queues on a daily basis, ensuring timely resolution.
• Provide assistance to end users who approach the help desk and address their needs promptly.
• Resolve issues immediately when possible or manage time effectively to return and resolve them within an appropriate timeframe.
• Create and update existing knowledgebase documentation to facilitate faster troubleshooting of recurring issues.
• Use Active Directory to set up new staff members, update existing staff member security groups, and modify attributes as needed.
• Configure and image Windows Environment Workstations for staff members using various tools and software.
• Procure and document assets using asset management software to facilitate inventory audits.
• Work collaboratively with peers to provide quick and efficient resolution of advanced issues.
• Use Endpoint Management Central to remotely connect to end users.
• Analyze workflow proactively and provide suggestions for improvements.

• Demonstrated proficiency in Citrix Technologies.
• Experience with databases.
• Knowledge of EO/IR systems.
• Familiarity with Lotus Notes.
• Proficiency in Microsoft applications.
• Experience with Active Directory.
• Understanding of computer hardware.
• Knowledge of configuration management practices.
• Experience in deskside support.
• Familiarity with desktop hardware.
• Knowledge of Azure Active Directory.
• Proven ability to troubleshoot and resolve technical issues.
• Excellent communication and customer service skills.
• Ability to work in a team and independently.
• Detail-oriented with the ability to manage multiple tasks simultaneously.
• Willingness to learn new technologies and maintain industry knowledge.
• Relevant certification or degree in IT or related field would be advantageous.
• Previous experience in a similar role in the manufacturing industry preferred.