div class="content">Job Description
The Help Desk Specialist II – Lead serves as a senior technical and operational point of contact within the Help Desk team, providing support while leading day-to-day service operations.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information.
div class="content">Job Description
The Help Desk Specialist II provides advanced customer service and technical support, serving as a primary escalation point for complex issues.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information.
div class="content">Job Description
The Help Desk Specialist I – Lead serves as the senior resource and daily point-of-contact for Help Desk Specialists providing first-contact technical and customer service support.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. This role requires strong communication, customer service skills, and the ability to follow established procedures for documenting issues, managing tickets, and coordinating with higher-tier personnel.
Key Tasks & Responsibilities .
Required Experience: At least three (3) years of experience in the following:
· Providing help desk support for the Windows operating system, Windows-based applications and databases, and AD account management;
· Providing help desk support for iOS devices, iOS-based applications, and iCloud account management;
· Configuring, imaging, and deploying Windows based laptops, printers, and desktop assets;
· Workflow management applications such as ZenDesk, ServiceNow, Ivanti, or BMC Helix.
· CompTIA A+ certified
Preferred Experience: At least three (3) years of experience in the following:
· Endpoint protection and management tools such as Cisco AMP, Absolute, or HP SureClick;
· IT asset management and tracking tools such as Oomnitza, ServiceNow, Ivanti, or BMC Helix. Ability to provide tier 1 support for a Windows-based desktop environment, including common desktop applications such as Microsoft365 and Adobe, as well as managing user accounts and Active Directory.
· Ability to provide tier 1 support for iOS-based mobile devices, including common mobile-based applications such as email, Microsoft365, and authentication applications.
·
· Ability to provide tier 1 and tier 2 support for iOS-based mobile devices, including common mobile-based applications such as email, Microsoft365, and authentication applications.
· Required
· Experience with endpoint protection and management tools such as Cisco AMP, Absolute, or HP SureClick. Desired
· Experience with IT asset management and tracking tools such as Oomnitza, ServiceNow, Ivanti, or BMC Helix.