What are the responsibilities and job description for the IT Help Desk Support II position at Adacel?
Position Summary:
The Helpdesk Support Level II role is to manage our ticketing system and provide technical support and assistance to all Adacel employees
Essential Duties and Responsibilities:
- Assess and triage incoming tickets in a timely manner
- Troubleshoot and resolve quick win tickets
- Document technical issues and resolutions in a clear and concise manner
- Ensure that tickets contain a clear path to the next steps and warm transfer to other technicians
- Provide training and guidance to employees on the use of our systems and software
- Setting up new workstations
- Create new user accounts, shared mailboxes, distribution lists, etc.
Competencies:
- Knowledge of Microsoft Office 365 applications and features, including Exchange Online and SharePoint
- Experience with Active Directory and Azure AD
- Familiarity with Windows and Linux operating systems
- Knowledge of anti-spam and anti-malware software
- Experience troubleshooting and resolving issues remotely
- Strong communication and customer service skills
- Ability to communicate technical ideas to non-technical people
- Strong multitasking capabilities
- Excellent time management skills
Qualifications:
Required
- Minimum of 3 years of experience in IT support or similar role
- Bachelor's Degree
Desired
- Knowledge of Atlassian products (Jira and Confluence)
- Experience with ticketing systems (Jira Service Management, Zoho Desk)
- Familiarity with cybersecurity training platforms (KnowBe4)
- Familiarity with password vaults (LastPass)
- Antivirus/Malware protection (Aurora Protect)
- Network management skills; help troubleshooting remote network issues and be part of the discussion about networking standards and IT vision
- System administration; knowledge of hardware, appliances, configuration, maintenance, etc.
Other Qualifications:
- Ability to adhere to Adacel’s Drug Free Workplace Policy.
- Ability to pass an Adacel background check while employed.
Physical Requirements:
- Occasional lifting – up to 50 lbs.
- Repetitive wrist, hand, and finger movement.
Work Environment:
- Location: Orlando Office
- Job Status: Full Time
- Typically sitting at a desk
Benefits:
- Two weeks of vacation, seven paid holidays, one floating holiday
- Sick time accruals.
- 401K plan with company match.
- Employer contribution towards health insurance.