Help Desk Technician - Level 2

Why Join the HWP Group?

Health & Wellness Partners, LLC (HWP) is a medical and scientific communications agency dedicated to advancing patient care and transforming scientific content into engaging digital experiences. We collaborate with life science industry stakeholders to deliver award-winning solutions and provide outstanding educational programming. Our commitment extends to fostering a supportive and inclusive workplace where every employee can thrive.

About the Role

We are seeking a Help Desk Technician, Level II, to join our Information Technology team. This role involves providing advanced technical support, prioritizing incidents, and maintaining user accounts and permissions.

Responsibilities

• Triage incoming requests via telephone, web portal, or email
• Prioritize incidents and service requests
• Troubleshoot and resolve Windows and Microsoft Office issues
• Troubleshoot and resolve standard company software applications
• Troubleshoot and resolve VOIP phone issues
• Manage end-to-end onboarding and offboarding of user accounts and/or devices
• Manage and maintain user accounts and permissions in Active Directory
• Support endpoint security and patch management
• Maintain and contribute to the IT knowledge base
• Assist with hardware asset management
• Carry/relocate computer equipment weighing up to 60 lbs
• Work independently, prioritize competing requests, and be a self-starter
• Provide strong analytical skills and a detail-oriented approach to problem-solving

Requirements

• 4+ years of related IT support experience or equivalent combination of education and experience
• Excellent customer service skills with a track record of effective end-user communication
• Excellent verbal and written communication skills
• Experience with desktop operating systems, including Microsoft Windows 11 and macOS 15+
• Familiarity with Active Directory, including user account management, group policies, and permissions
• Experience with Microsoft 365 administration (Exchange Online, Teams, SharePoint, Intune)
• Experience with IT ticketing systems (e.g., Zendesk or similar)
• Experience with remote monitoring and management (RMM) tools
• Familiarity with mobile device management (MDM) platforms such as Microsoft Intune
• Experience with server operating systems, including Windows Server 2022+
• Familiarity with hardware-level changes to laptop computers
• Solid understanding of network concepts and TCP/IP, and the ability to troubleshoot internet connectivity issues
• Relevant certifications such as CompTIA A+, CompTIA Network+, or Microsoft certifications
• Ability to carry/relocate computer equipment weighing up to 60 lbs
• Ability to work independently, prioritize competing requests, and be a self-starter
• Strong analytical skills and a detail-oriented approach to problem-solving

Qualifications

• Education: Bachelor's degree in Computer Science, Information Technology, or a related field
• Experience: 4+ years of related IT support experience or equivalent combination of education and experience

Skills

• Customer Service
• Communication
• Technical Support
• IT Ticketing Systems
• Remote Monitoring and Management
• Mobile Device Management
• Server Operating Systems
• Network Concepts

Benefits

• Immediate eligibility for all benefits, including medical, dental, vision, group term life, short-term and long-term disability
• 401k plan employer matching contributions
• Generous PTO, including a week off in December for the holidays
• Paid volunteer time off
• Tuition reimbursement
• On-site gym and other employee wellness initiatives
• Employee Assistance Program
• Comp pay or comp time for onsite weekend work
• Availability of cell-phone stipends, based on business need
• Leadership development training program and other career development programs
• Remote and hybrid work schedule options
• Office locations in Upper Saddle River NJ (HQ), Red Bank NJ, and San Diego CA
• Salary range: $66,000 – $72,000 annually