Help Desk Technician II

Help Desk Technician II

We are seeking an experienced IT professional to join our Helpdesk team at our Headquarters. The Tier II Helpdesk Technician provides advanced technical support for IT-related issues across the organization and serves as an escalation point for Tier I support This role is crucial to maintaining system uptime, delivering excellent service to end-users, and supporting IT projects and initiatives. This position requires a skilled professional with a minimum of 2 years of experience in IT support. The ideal candidate should have expertise in Active Directory, printer management, hardware and software troubleshooting, IP phone systems, computer imaging, deployment, project management, etc.

As employees progress in experience, education, and performance consistency, promotional opportunities may become available. Our firm maintains a collegial work environment that prioritizes internal promotion, training, and professional development.

Key Responsibilities

• Provide advanced troubleshooting and resolution for escalated issues from Tier I support.
• Configure, deploy, troubleshoot, and repair hardware and software, including desktops, laptops, and tablets (Windows and macOS).
• Manage Active Directory accounts, group policies, and permissions.
• Install, configure, and maintain office printers and multifunction devices; troubleshoot printing issues.
• Manage and maintain VOIP phone systems, including user setup and removal.
• Respond promptly to tickets, ensuring timely updates and resolution.
• Prioritize and manage workload to meet service levels, deadlines, and changing business needs.
• Take ownership of assigned tasks and incidents, driving them to completion with minimal supervision.
• Escalate unresolved or complex issues to appropriate internal or external resources with clear documentation.
• Collaborate with IT colleagues and cross-functional teams to resolve issues and support business operations.
• Contribute to technology-related projects, including planning, execution, and follow-through.
• Create, update, and maintain IT documentation, guides, and best practices.
• Proactively identify issues or opportunities for improvement and take initiative to address them.
• Pursue ongoing technical development through training and industry certifications.

Schedule

Monday–Friday. This position may be assigned to either:

• 8:30 AM – 5:30 PM
• 1:00 PM – 10:00 PM

Shift assignment based on business needs.

Travel

• This position requires traveling to our satellite offices as needed. (5% travel)

Requirements

• Minimum of 2 years of experience in IT support.
• Proficiency in Active Directory administration.
• Experience in managing and troubleshooting printers.
• Strong hardware and software troubleshooting skills.
• Familiarity with IP phone systems.
• Experience in computer imaging and deployment.
• Project management skills with the ability to handle multiple tasks simultaneously.
• Excellent communication and interpersonal skills.

Required Education:

A degree in Information Technology or a related field is preferred. Additionally, candidates with one or more of the following certifications will be given preference:

• CompTIA A
• CompTIA Network
• Cisco Certified Network Associate (CCNA)
• ITIL Foundation
• CompTIA Security
• Microsoft Certified: Azure Fundamentals (for cloud-based environments)

RAS is an Equal Opportunity Employer. Qualified applicants are considered for employment without regard to race, color, age, national origin, religion, marital status, sex, sexual orientation, gender identity, gender expression, genetics, disability, protected veteran status or any other basis prohibited by law. We are committed to a diverse and inclusive workplace.