Help Desk Technician II (Hybrid)

Position Overview: 

The Help Desk Technician II will provide advanced technical support for both Apple and Windows environments. This role requires strong problem-solving skills, the ability to manage multiple priorities, and a customer-focused attitude. The ideal candidate will have extensive experience in troubleshooting hardware and software issues, supporting end-users, and ensuring the smooth operation of IT systems. This is a 6 month contract to hire and is remote 1 day per week.

• Technical Support:
• Provide advanced support for Apple and Windows operating systems, including installation, configuration, and troubleshooting.
• Assist users with hardware and software issues, ensuring timely resolution.
• Support various applications, including office productivity suites, email clients, and proprietary software.
• Incident Management:
• Respond to and resolve help desk tickets in a timely and efficient manner.
• Escalate complex issues to higher-level support or vendors as needed.
• Document all support activities, solutions, and updates in the ticketing system.
• User Support:
• Assist users in understanding and utilizing IT resources effectively.
• Provide training and guidance on software applications and best practices.
• Conduct remote and on-site support sessions as necessary.
• System Maintenance:
• Perform routine maintenance and updates on computers, servers, and other IT equipment.
• Ensure systems are protected with the latest security patches and antivirus updates.
• Maintain inventory of IT assets and ensure accurate records of equipment assignments.
• Network Support:
• Assist in troubleshooting network connectivity issues, including wired and wireless networks.
• Configure and support network devices such as printers, routers, and switches.
• Collaborate with network administrators to ensure network reliability and performance.
• Customer Service:
• Deliver exceptional customer service, ensuring a positive end-user experience.
• Communicate effectively with users, providing clear instructions and updates on issue status.
• Follow up with users to ensure complete resolution and satisfaction.