What are the responsibilities and job description for the Help Desk II position at Net3 IT?
Company Overview
Net3 IT is a leader in the IT support industry, dedicated to providing business-transforming IT solutions that empower our clients to excel in their work. Our mission is to deliver exceptional service and innovative technology solutions tailored to meet the unique needs of each business.
Position Summary
We are seeking a Help Desk Level 2 Technician to join our team. In this role, you will be the first point of escalation for complex technical issues that our clients encounter. Your expertise will be crucial in diagnosing and resolving problems that require a deeper understanding of IT systems and networks. The ideal candidate is a proactive problem-solver with a strong background in IT support, excellent communication skills, and a commitment to providing top-notch service.
Essential Duties and Responsibilities
- Provide Level 2 technical support to clients, handling escalations from Level 1 support. This includes on-site and remote support.
- Diagnose and resolve complex technical issues involving desktops, servers, networks, VoIP solutions, and software applications.
- Manage and prioritize multiple support tickets, ensuring timely and effective resolution.
- Assist with the deployment, configuration, and maintenance of IT systems and networks.
- Document issues, solutions, and best practices in our knowledge base.
- Collaborate with other IT team members to escalate issues when necessary.
- Provide guidance and mentorship to Level 1 technicians.
- Participate in on-call rotation to provide after-hours support as needed.
- Other tasks or duties as assigned or required.
Knowledge, Skills, and Qualifications
- Experience: 3-5 years of experience in a Help Desk or IT support role.
- CompTIA A , Network , Microsoft Certified: Modern Desktop Administrator Associate, or equivalent certifications are preferred.
- Strong problem-solving and analytical abilities.
- Excellent verbal and written communication skills.
- Ability to work independently and as part of a team.
- Customer-focused mindset with a commitment to providing excellent service.
Work Conditions and Other Considerations
- Up to 10% travel to client sites and other company locations.
- Reliable transportation and a valid driver’s license are required.
- Ability to lift up to 51 pounds.
- Suitable home office setup for remote work when needed.
- Willingness to participate in occasional after-hours work.
Company Culture and Benefits
- Collaborative and innovative work environment.
- Opportunities for professional development and career growth.
- Competitive salary and benefits package.
- Profit sharing.
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Job Type: Full-time
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Referral program
- Vision insurance
Location:
- Knoxville, TN 37931 (Required)
Work Location: In person