Help Desk Specialist Tier II

Job Summary:

We are seeking a dedicated and knowledgeable Help Desk Technician to provide technical support and assistance to our end-users. This role involves traveling to & from various offices in the Plainview area to troubleshoot hardware and software issues, answering inquiries, and ensuring that IT systems are functioning smoothly. The ideal candidate will be patient, solution-oriented, and able to communicate technical information to non-technical users.

Key Responsibilities

• Provide Level 2 technical support for end users by responding to help desk requests via phone, email, chat, or ticketing system.
• Troubleshoot and resolve hardware, software, operating system, and basic network connectivity issues in a timely manner.
• Log, track, and document incidents and service requests in a ticketing system (e.g., ServiceNow), ensuring accurate updates and resolution notes.
• Escalate complex issues to senior technical teams when necessary while maintaining ownership of the ticket through resolution.
• Install, configure, and support desktops, laptops, mobile devices, printers, and other end-user hardware.
• Assist with user onboarding and offboarding, including provisioning equipment, setting up user accounts, and configuring system access.
• Provide remote and in-person "white glove” support to ensure a seamless technology experience for end users.
• Support common enterprise applications such as Microsoft Office 365 and other business tools.
• Collaborate with IT team members to identify recurring technical issues and contribute to long-term solutions.
• Maintain documentation and knowledge base articles for frequently occurring issues.

Qualifications

• High school diploma or equivalent required; associate's or bachelor's degree in IT or related field preferred.
• 2+ years of experience in a Help Desk, Service Desk, Desktop Support, or IT Support role.
• Strong troubleshooting skills across Windows environments, hardware devices, and common software applications.
• Experience using ticketing systems such as ServiceNow, Jira, Zendesk, or similar ITSM platforms.
• Excellent customer service and communication skills with the ability to support non-technical users.
• Experience providing both remote and onsite technical support.
• Ability to manage multiple support requests in a fast-paced environment.
• CompTIA A+ certification or equivalent technical certification.

Preferred Skills

• Experience with Active Directory, user account management, and permissions.
• Knowledge of Office 365 / Microsoft 365 administration.
• Basic understanding of networking concepts (DNS, DHCP, VPN connectivity).
• Experience supporting mobile devices and endpoint management tools.