The IT Help Desk Technician II is responsible for serving as a primary escalation point from IT Help Desk Technician I, performing advanced troubleshooting and identifying root causes of issues, providing clear, regular updates to customers on incident and service request status, and executing enterprise console management tasks (e.g., URL whitelisting, malware troubleshooting, mobile device management, and other enterprise console systems). Troubleshoots workstation or client-side issues related to access badge and camera viewing applications (such as application performance, connectivity to the viewing service, or profile-related problems), while leaving all system administration, installation, placement, configuration changes, and active monitoring to the appropriate team and appropriate personnel.