Help Desk II

About the role

An organization is seeking a Help Desk II to provide hands-on technical support for end users, workstations, peripherals, and enterprise technologies. This role will serve as a key resource for troubleshooting technical issues, supporting day-to-day IT operations, and maintaining a reliable end-user computing environment. The ideal candidate is customer-focused, enjoys solving technical problems, and can work independently while maintaining strong collaboration with internal teams.

Responsibilities

• Provide technical support for desktops, laptops, printers, mobile devices, and related hardware
• Troubleshoot and resolve hardware, software, connectivity, and user access issues
• Assist with workstation deployment, configuration, upgrades, and replacements
• Support end users both onsite and remotely
• Maintain user accounts, device inventories, and technology documentation
• Escalate and coordinate resolution of complex technical issues when necessary
• Assist with technology standards, security practices, and operational procedures
• Document troubleshooting activities and support processes
• Deliver a high level of customer service and communication to business users

Required Qualifications

• 2+ years of experience in desktop support, IT support, help desk, or systems administration
• Experience supporting Windows-based environments and common business applications
• Knowledge of desktop hardware, peripherals, and end-user technologies
• Strong troubleshooting and problem-solving abilities
• Excellent communication and customer service skills
• Ability to manage multiple priorities in a fast-paced environment
• Experience providing both onsite and remote user support

Preferred Qualifications

• Experience supporting enterprise business environments
• Familiarity with endpoint management, device deployment, and user administration
• Knowledge of networking fundamentals and connectivity troubleshooting
• Experience working with ticketing systems and IT service processes
• Relevant technical certifications are a plus