Helpdesk Specialist II

About the role

Under the direction of the Helpdesk Manager, the Helpdesk Specialist II provides support in a fast-paced office and sales contact center environment as well as supporting remote facilities. Local and remote support includes around 350-400 onsite users, 20–30 off-site users in our headquarters in Scottsdale, AZ, and an additional 600-700 users in sites in the United Kingdom and the Philippines.

Responsibilities

• Provide end-user support on all company devices and employee personal devices utilizing ONE’s software and systems
• Record detailed ticket activity and resolutions in service logs, using the help desk ticket tracking system
• Install, configure, and troubleshoot computers, printers and other peripherals
• Aid in the setup of new user accounts and provide basic orientation to new users
• Respond promptly to internal service inquiries and phone calls
• Communicate and follow up with users while working on their issues and ensure successful and timely resolution
• Aid in the maintenance of ONE’s Active Directory
• Aid with office moves including all end-user hardware and other items where needed
• Escalate unresolved technical support issues to the appropriate IT team member
• Set up and support video conference solutions
• Create knowledge base articles
• Participate in department on-call rotation coverage as needed
• Perform other duties or special projects as assigned

Requirements

• High School Diploma or equivalent
• 2+ years of Desktop Support experience
• Working knowledge of PC, VDI & Laptop Imaging
• Proficiency in Microsoft Office Suite and familiarity with Windows and/or MacOS operating systems

Skills

• Teamwork, multi-tasking, and excellent communication skills
• Strong interpersonal and communication skills
• Superior organization, prioritization, self-motivation, and problem resolution skills
• Mental requirements include, but are not limited to, the ability to concentrate, take initiative, cope with stress, adapt to and stay alert in a business environment, and use independent judgement to accomplish results
• Ability to work in a fast-paced environment

Preferred

• IT certifications preferred: CompTia A+, CompTia Network +, CompTia Security+, Microsoft Azure, Microsoft Certified: Azure Virtual Desktop Specialty
• 2+ years Working knowledge of Active Directory/Server and permissions

Physical Demands

• Ability to be routinely exposed to equipment operational noise, heat, cold, and dust
• Adequate ability to stand, sit, squat, walk, bend, move, reach, or stretch for prolonged time periods with no restrictions, as required by job duties
• Work safely and professionally while adhering to all regulatory requirements (OSHA, EPA, State, and Federal regulations, etc.)
• Comprehend and adhere to management directions and/or safety instructions with no restrictions
• Effective communication in a business environment
• Pull, push, carry, lift, or move items up to 50 lbs. throughout the work shift without assistance, as required by job duties
• Ability to transport, install, and maintain equipment, including computers, printers, and monitors, lying, crawling, stooping, and bending to fully install various pieces of equipment without assistance at various workstations

About ONE

Welcome to ONE! While we’re headquartered in sunny Arizona, we’ve always got travel on our minds. We’re in the business of creating transformational technology and business solutions using our decades of expertise creating unique programs and products combined with next generation technology. With over 30 years of experience with some of the world’s most respected brands in the travel, finance, entertainment, technology, education and retail industries, we’re a leader in the loyalty travel solutions space. Join us and get ready to grow with us!

Our passionate and talented team members encourage a collaborative work environment where ideas and innovation have no limit. We’re always looking for awesome new people to come aboard! We hope to welcome you to the team soon!

We offer:

• Exclusive Team Member Travel Discounts
• Affordable Medical Insurance
• 100% Employer Paid Dental and Vision Insurance
• HSA with Company Contribution
• FSA
• 401(k)
• Basic and Voluntary Life & AD&D
• Pet Benefits
• Covered Parking
• Amazing Culture!

ONE is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.