Help Desk Specialist 2

About the role

The Help Desk Specialist Level 2 role provides multi-faceted support to all ADDMAN internal clients/end users in an Information Technology Service Desk capacity. The role is primarily responsible for the intake of customer issues/problems through various channels, including phone, e-mail, Microsoft Teams, and the IT ticketing system. These issues include a variety of desktop technologies, including hardware, operating systems, printing, applications, and VPN technologies. This role is focused on escalated ticket resolution, thereby delivering the best customer experience for our team.

Responsibilities

• Provides case creation and triage for all incoming events utilizing our IT Ticketing system.
• Adheres to customer defined operating processes & procedures policies/knowledge base articles.
• Perform advanced systems analysis to identify root causes of recurring technical issues and develop permanent corrective solutions.
• Provides advanced technical support & resolution for desktop services according to established Service Level Agreements (SLAs).
• Installs, configures, and maintains operating systems (Windows, macOS) and software applications.
• Perform advanced troubleshooting involving operating systems
• Provide feedback to IT leadership regarding opportunities to improve the quality and value for our internal clients to foster relationships and trust with our internal customers.
• Ability to work in a high-energy environment with constantly shifting priorities.
• Works independently and escalates as appropriate on the customers’ behalf.
• Collaborate with fellow employees and customers in sharing issue resolutions by updating policies, procedures and knowledge base articles.
• Occasional travel may be required.
• Analyze system performance metrics and recommend infrastructure improvements
• Mentor Help Desk Level I personnel and provide technical leadership to support staff.

Qualifications

• 3 years of IT work experience and/or progress toward completing IT certifications/degrees.
• Familiarity with Active Directory, Group Policy, and end-user management.
• Proficient with cloud management of Microsoft 365, Azure, Intune.
• Knowledge of virtualization technologies, and server management.
• Strong oral, written, and interpersonal communication skills.
• Profound diagnostic and resolution capabilities across Windows and Server platforms.
• Proactively initiates key relationships to collaborate and pool resources with internal and external partners.
• Ability and desire to learn new technologies and concepts quickly.
• Effective at building trust in relationships with peers, clients, and management.
• Ability to work a flexible schedule, including occasional nights and weekend shifts.