Desktop Support Specialist - Level II

Job Responsibilities

• Cultivate and promote a growth mindset within the IT team, encouraging continuous learning, innovation, and adaptability.
• Model excellent customer service by clearly communicating the solution to the end user while demonstrating patience and empathy.
• Provide guidance to less senior technicians, helping to enhance their technical skills.
• Diagnose and resolve complex technical issues, including software, hardware, and network problems.
• Handle incidents and service requests within the Zendesk Ticketing system, ensuring timely resolution and compliance with SLA performance metrics.
• Perform advanced tasks in Active Directory, Exchange, and File Administration.
• Aid in managing and troubleshooting network-related issues, including RDS / Terminal Services remote access.
• Identify and mitigate security threats, including phishing and malware, using various cybersecurity tools. Assist with remediating high-risk vulnerabilities.
• Create and update technical documentation, knowledge base articles, and standard operating procedures.
• Assist with IT projects, including deployments, migrations, and upgrades.
• Install, configure, and troubleshoot more complex hardware and software issues (SAGE, Paperless).
• Configure, manage, and support mobile devices (smartphones, tablets) across various platforms (iOS, Android) using Mobile Device Management (MDM) solutions.
• Provide remote support for multiple locations and occasionally conduct site visits, which may include overnight stays. Local travel to other branch locations within 3-20 miles as needed.
• Provide weekend or after-hours support as needed.

Requirements

• Bachelor’s degree in Information Systems, Computer Science, or a related field (preferred).
• 3-5 years of relevant help desk or technical support experience.
• Advanced knowledge of Windows 10/11 operating systems, Active Directory, Exchange, and network protocols.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving abilities with a focus on customer satisfaction.
• Relevant certifications such as CompTIA A+, Network+, Security+ or Microsoft Certified: Modern Desktop Administrator (preferred but not required).
• Bilingual in English and Spanish is preferred.

Qualifications

Necessary Skills & Experience:

• Education: Bachelor’s degree in Information Systems, Computer Science, or a related field (preferred).
• Experience: 3-5 years of relevant help desk or technical support experience.
• Technical Proficiency: Advanced knowledge of Windows 10/11 operating systems, Active Directory, Exchange, and network protocols.
• Communication: Excellent verbal and written communication skills.
• Problem-Solving: Strong analytical and problem-solving abilities with a focus on customer satisfaction.
• Certifications: Relevant certifications such as CompTIA A+, Network+, Security+ or Microsoft Certified: Modern Desktop Administrator (preferred but not required).
• Bilingual in English and Spanish is preferred.

Perks & Pluses

• Medical, Dental, Vision, FSA
• 401(k) with company match
• 9 paid holidays per year
• Paid vacation and sick leave
• Technical conference participation and/or advanced technical IT training

Pay

$30-32/hr

Schedule

Available for weekend or after-hours support as needed.

Benefits

• Medical, Dental, Vision, FSA
• 401(k) with company match
• 9 paid holidays per year
• Paid vacation and sick leave