Help Desk Technician II

About the role

The Help Desk Technician II is responsible for providing support for employees’ use of IT assets and introducing new technology to promote effective business operations. This position ensures that technology users can effectively perform their jobs with the provided hardware and software.

Responsibilities

• Maintain all aspects of laptops, desktops, and related software.
• Maintain corporate print service and maintenance contracts for the region.
• Respond to global helpdesk tickets as assigned, keeping users informed of progress; update and close IT tickets accordingly.
• Co-administrate the corporate IT helpdesk ticketing system and assist with assigning tickets.
• Handle tasks associated with user onboarding and offboarding, including setting up laptops and workstation areas.
• Help create and define procedures for new systems and services offered by the IT team globally.
• Manage all aspects of regional cellular and mobile devices within corporate standards.
• Maintain an up-to-date inventory of IT resources and supplies.
• Serve as a backup for other applications as required.
• Recommend new technology as needed.
• Manage consultants and contractors for projects as required.
• Provide technical and procedural assistance to junior members of the team.
• Work non-traditional hours when necessary to minimize business impact during upgrades or infrastructure modifications.
• Lead region-specific projects and provide resources to larger business-wide projects, collaborating with the senior global team.

Requirements

• Associate degree in Information Technology, Business, or a related field.
• 4+ years of experience in a general helpdesk support environment, including work with Microsoft applications.
• Excellent verbal and written communication skills.
• Ability to work independently and within a team effectively.
• Ability to influence others, identify problems, and recommend courses of action.
• A sense of urgency in resolving customer requests, with the ability to work under pressure, multitask, and meet deadlines.
• Demonstrated experience with continuous improvement initiatives, root cause analysis, and project management.
• Ability to communicate effectively with staff at all levels within the company.
• Ability to manage large work volumes, show flexibility, and adapt easily to change.
• Or 6+ years equivalent combination of education and experience.

Preferred Qualifications

• Bachelor’s degree in Information Technology or a related field.
• 5+ years of experience working in a general helpdesk support environment.
• ITIL Foundation or other IT-related training and certifications.
• Rail industry knowledge.
• Microsoft 365, Intune, and Autopilot experience.
• ITIL/IT Service Management experience.

Pre-employment Requirements

• Successful completion of Social Security verification (name must correspond to Social Security number and date of birth).
• Pass a pre-employment drug and alcohol test; ongoing testing may apply for safety-sensitive positions.
• A nationwide, federal, and state criminal background check (up to seven-year history, including incarceration or court supervision).
• Verification of current and prior relevant employment experience to confirm minimum required years of experience.
• Verification of post-secondary education at the associate degree level or higher, including degree(s) earned and dates of completion.

Working Conditions

• Primarily office deskwork, requiring sitting, walking, using phone and computer.
• May occasionally lift up to 30 lbs. (e.g., desktop computers, monitors, stands).
• 10% or more travel possible, including international.
• May encounter variable and sometimes challenging conditions during visits or inspections of company equipment in a railroad environment.

Benefits

• Company-sponsored medical, dental, and vision insurance.
• Health Savings Account (HSA) and Flexible Spending Account (FSA) options.
• Wellness programs.
• Basic life and AD&D insurance.
• Voluntary life insurance.
• Company-paid short-term and long-term disability coverage.
• 401(k) retirement plan with a 150% employer match up to the first 6% contributed.
• Employee Assistance Program (EAP) and behavioral health support.
• Leaves of absence.
• Tuition reimbursement.
• Payroll charity contributions.
• Adoption assistance.
• Optional plans such as legal, critical illness, and hospitalization.

Pay

The pay range for this position is between $61,900 and $89,700. Compensation is determined based on skills, competencies, education, and experience. Certain positions may be eligible for an annual bonus and paid time off in addition to base compensation.