Service Desk Technician II

At Henderson, We're About More Than Just BuildingsWe're about the people, experiences, and longevity of a building. We're a company of problem-solvers and innovators known for our technical excellence and ability to provide out-of-the-box solutions when it comes to design and construction. We love the process of bringing buildings to life – and keeping them in shape long after the doors open.As an ESOP, each of our employee-owners are an essential part of our mission to lead the industry in innovation, sustainability, and client experience. With a vision to build a better world, Team Henderson has a people-first culture and diverse portfolio of world-class facilities.It's What We DoWe provide total building system design and construction services across multiple high-growth markets throughout the country for industry leaders. You'll get to use your talent to work on projects for some of the biggest names in mission-critical, higher education, sports, healthcare, grocery, restaurant, and retail within the sectors we serve in business, community, grocery, health, retail, and venue.It's How We're DifferentWe're about more than just buildings. We're about you. You, and the hundreds of passionate employee-owners who make us who we are. We've always been committed to providing an inclusive workplace where people can bring their full self to work and helps people reach their full potential – both as professionals and individuals. Together, we provide dream-up innovative solutions for our clients industry-wide problems, design and construct spaces that become landmarks, and toast the good life at our happy hours.Position SummaryThe Service Desk Technician II provides advanced technical support and guidance to end-users, while also serving as an escalation point for Tier 1 issues. This role is responsible for triaging tickets and service requests, managing specialized software and systems, and contributing to IT projects and documentation. They demonstrate strong problem-solving skills, technical expertise, detail orientation, eagerness to grow, and a commitment to delivering exceptional client service.Essential Job Functions & AccountabilitiesClient Service - Respond to and resolve Service Desk tickets in a timely and professional manner, while providing a high-quality, consistent service experience within the defined Service Level Agreement (SLA). Provide high-quality support for employee changes, program access, and intranet-related issues. Assist with physical access security system and locator map updates. Deliver training to end-users on systems, tools, and best practices. Mentor Tier 1 technicians and support their development through knowledge sharing.Technical Support - Triage and prioritize incoming service desk tickets, escalating as needed. Troubleshoot and resolve issues related to Microsoft 365, account access, and file restores. Support A/V systems and resolve complex hardware/software issues. Manage iPad fleet, including configuration, deployment, and troubleshooting. Provide support for engineering and specialized software applications. Assist with file share permissions and access management. Responsible for processing employee changes (new hires, moves, terminations) while maintaining accurate records and adhering to strict timelines. Adhere to established IT policies, procedures, and standards, and actively works to improve processes.Asset Management - Maintain accurate inventory of IT assets, including laptops, desktops, and peripherals. Process RMAs (Return Merchandise Authorizations) for defective equipment. Coordinate and execute device upgrades and replacements. Participate in software vetting and compatibility assessments. Maintain oversight of hardware and software inventory related to Tier 2 responsibilities.Technical Writing - Handle access changes and account issues beyond Tier 1 scope. Support EOR (End of Record) and GlobalSign certificate management. Participate in IT projects, contributing technical insight and implementation support. Maintain and update documentation, including the Service Desk Guide and KB articles.Core CompetenciesCommunication - Keeps others informed, conveying information clearly and with an appropriate level of detail. Listens attentively to others and takes an interest in what they have to say. Responds openly to others encouraging honest, productive communication.Integrity - Demonstrates consideration for the opinions, perspectives, and experiences of others. Takes responsibility for personal actions and delivers on commitments. Aims to understand how actions impact others.Quality Orientation - Takes steps to ensure work is done correctly. Delivers on client expectations. Strives to follow policies and procedures.Teamwork/Inclusion - Shares time, effort, and consideration with others. Gets curious, takes interest and learns from the diversity of others. Shows enthusiasm for team goals.Continuous Learning - Views mistakes and change as a growth opportunity. Recognizes gaps in personal knowledge and enthusiastically pursues opportunities to learn something new. Engages others when tackling an unfamiliar task or responsibility.Functional/Technical Expertise - Recognizes routine problems and identifies solutions. Keeps up with industry and/or discipline standards. Maintains best practice throughout all job functions.Required Education, Experience, Licenses & Technical CompetenciesHigh school diploma or equivalent required. Associate's or bachelor's degree in information technology or related field preferred. 2 or more years of experience in a service desk or technical support role, or 4 or more years without an associate's degree required. Technical certifications (e.g., CompTIA A+, Network+) preferred. Strong knowledge of Microsoft 365, Windows OS, and enterprise software tools. Experience with A/V systems, mobile device management, and access control systems. Experience with ITSM tools (e.g., ServiceNow, HALO, Jira Service Management). Experience supporting Microsoft Windows-based computers (laptops, desktops, peripherals) and basic network hardware in a work environment. Understanding of ITIL practices and service management frameworks. Strong understanding of IT networking concepts, including office/home connectivity troubleshooting over wired/wireless networks. Some experience supporting Apple/Mac or iOS devices is preferred. Excellent communication, documentation, and mentoring skills. Ability to work independently and collaboratively in a fast-paced environment. Ability to prioritize tasks and manage time effectively. Demonstrates professionalism, reliability and integrity with respect to job requirements, exhibiting effective written and verbal communication skills. Must demonstrate proficiency in all core competencies as described and characterized in this job description.Physical & Other RequirementsOther duties as assigned Provide coverage for early (7am) and late (6pm) shifts as needed to ensure coast to coast coverage Availability after hours to address emergencies, outages and break-fixes Availability to participate in occasional service desk maintenance windows occurring outside normal working hours Occasional transportation of IT equipment (less than 50 pounds) Occasional physical activity including ascending / descending ladders, positioning self under desks, working in IT closets, etc. May occasionally travel to national offices (2-4 times/year) Ability to read, write and communicate in EnglishLet's Talk PerksWe take care of our people. As a Henderson employee, you'll enjoy some pretty awesome perks. Trust us, your friends will all have work envy.CultureFlexible Work Hours (Because we all need to balance work and life.)Casual Dress Code (Be yourself, please.)Paid Volunteer Time (We literally pay you to volunteer.)Paid Parental Leave (Because we know both parents deserve to be there for a new child.)Health and Wellness Initiatives (Get Fit and Stay Fit.)Receptive and Forward-Thinking Leadership (Our doors are always open.)Clear Career Path Options (We want you to excel.)BenefitsIndustry-leading 401K match and profit sharing (When the company succeeds, we all share in that success.)Employee Stock Ownership Plan (Yes, our employees are the owners.)Paid Training for Professional Development (We'll pay for the time you take getting better at what you do.)Performance Bonuses (When you do well, we reward you for your work.)Comprehensive and Extensive Insurance (We've got you covered.)Paid Term Life and Disability (We've got your family covered, too.)Health Savings Account & Flexible Spending Accounts (We'll help you take advantage of tax savings.)Paid Time Off and Sick Time off (Take a break. You deserve it!)Financial Wellness & Coaching Program (Financial security makes you a happier team member.)More information can be found here.Henderson Engineers, Inc. and Henderson Building Solutions are EEO Employers/Vet/Disabled and participate in the E-Verify program. Applicants for positions with Henderson Engineers/Henderson Building Solutions must be legally authorized to work in the United States, and verification of eligibility will be required at the time of commencement of employment