IT Help Desk Specialist II

Position Summary:

The IT Help Desk Specialist II provides technical support and exceptional customer service to internal employees, resolving hardware, software, systems, and end-user issues while managing support requests through completion. This role supports the organization's IT operations and works closely with the broader IT team. The IT Help Desk Specialist II contributes to system reliability, security, and continuous improvement initiatives while serving as a trusted resource, sharing knowledge with peers, and promoting a collaborative, solutions-oriented culture.

Competencies:

Nimble Learning

Collaborates

Customer Focus

Instills Trust

Action Oriented

Courage

Persuaded

Decision Quality

Manages Conflict

Optimize Work Processes

Build authentic, trusted relationships that promote collaboration, inclusion, and a culture that lives our values every day (Integrity, Dependability, Connection, Action, Growth)

Essential Responsibilities:

The following essential functions represent the primary work performed; however, other responsibilities could be expected that are not detailed here but fall within the scope of this role.

• Support the execution of Trafera's IT strategy and operational objectives
• Perform weekly system checks to ensure automated operations are functioning reliably
• Assist in maintaining technical support inventory in our asset management system
• Partner with System Administrator on internal IT infrastructure setup and maintenance
• Create and maintain technical documentation, procedures, and support resources
• Support accuracy, integrity, and system reliability across technical platforms
• Respond promptly to technical support requests and service tickets
• Own assigned tickets end to end against response and resolution targets, keeping requesters informed
• Partner with internal customers, both in-person and remotely, to resolve ticket submissions and technical questions
• Help setup and configure hardware for employees and for IT services
• Execute employee onboarding and offboarding activities including account provisioning and deprovisioning, device build and return
• Remediate endpoint patch and update compliance findings
• Mentor and cross-train peers; share resolution knowledge across the team
• Maintain positive, solutions-focused mentality

Minimum Skills, Abilities, and Requirements:

• High school diploma or equivalent certification such as GED or HiSET
• 3 years of progressive experience in technical support, computer or electronic device repair, or related technical support services experience
• Certification of A+ and/or Network+ preferred
• Demonstrated ability to deliver professional, responsive, and customer-focused support
• Demonstrated analytical and problem-solving skills
• Effective written and verbal communication skills, with the ability to present information clearly, professionally, and persuasively to internal stakeholders
• Creative and results oriented mindset with the ability to collaborate with others to identify and solve issues, make proactive recommendations, and lead through influence
• Self-directed and punctual work style, able to work within a fast-paced team environment
• Ability to manage multiple projects and/or tasks, prioritize to meet deadlines, and deliver results

Technology and Systems:

Used day to day:

• ITSM platform (Freshservice preferred)
• Microsoft 365 / Entra / Intune
• Microsoft Windows 11

Exposure to the following is helpful but not required:

• Linux servers
• Cloud platforms (AWS, Azure, or Google Cloud)

Work Environment, Physical, and Mental Demands:

Incumbents in this role will perform their work both in an office/warehouse environment and interact with team members throughout the facility in both office and warehouse environments and working remote utilizing connected devices, video conferencing, phone calls, text or chat messaging.

The typical workdays and hours are Monday - Friday 8:00 am - 4:30 pm

This role is classified as full-time nonexempt (hourly) and incumbents will work a minimum of 40 hours in a work week. Work is expected to be delivered within established deadlines and quality standards within specific time periods. This is typically within a 40-hour work week. Overtime (working more than 40 hours in a work week) may be worked when approved or could be required if requested by a manager.

This job description details the essential functions, requirements, work environment, physical, and mental demands of this position and should not be considered the only ones necessary for this position.

Trafera is committed to equal employment opportunity regardless of race, color, religion, age, sex, national origin, disability, military service, protected veteran status, genetic information, sexual orientation, gender identity, or any other characteristic protected by federal, state or local law. Additionally, Trafera seeks to provide an inclusive work environment that allows all people, including those with limiting conditions or disabilities, to make a meaningful contribution. As such, the organization is committed to providing reasonable accommodation for the known physical or mental limitations of an otherwise qualified individual with a disability unless undue hardship and/or a significant risk to the health and/or safety of the individual or others would result. For questions about these commitments and policies, contact a member of the human resources team.