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IT Helpdesk Technician II

4 months ago

Los Angeles, United States Golden West Packaging Group Full time
Job DescriptionJob Description

Position Overview: We are seeking a skilled and dedicated IT Help Desk professional for Tier 2 Support. The successful candidate will handle escalations, providing advanced troubleshooting and technical support to ensure the smooth operation of our IT systems. This role requires strong problem-solving skills, a thorough understanding of Windows OS, basic networking troubleshooting, and administration of Office 365 and Active Directory (AD).

Key Responsibilities:

  • Provide Tier 2 support for escalated IT issues, including advanced troubleshooting and resolution.
  • Manage and prioritize support tickets, ensuring timely and effective resolution of technical issues.
  • Perform root cause analysis to identify and resolve complex technical problems.
  • Collaborate with Tier 1 support staff to escalate issues and ensure seamless communication and resolution.
  • Document and update support tickets with detailed notes on troubleshooting steps and resolutions.
  • Assist in the development and maintenance of IT support documentation and knowledge base articles.
  • Provide training and guidance to Tier 1 support staff to enhance their technical skills and knowledge.
  • Participate in on-call rotation to provide after-hours support as needed.
  • Maintain and update user accounts and permissions in various systems and applications.
  • Support end-users in the use of Windows OS and other software applications.
  • Troubleshoot basic networking issues, including connectivity and performance problems.

Required Skills and Qualifications:

  • 3-5 years of proven experience in a Tier 2 support role or similar IT help desk position.
  • Strong proficiency in Windows OS and its troubleshooting.
  • Basic understanding of networking concepts and troubleshooting.
  • Experience managing and resolving support tickets using a ticketing system.
  • Proficiency in Office 365 administration.
  • Experience with Active Directory (AD) administration.
  • Excellent problem-solving and analytical skills.
  • Strong communication and interpersonal skills.
  • Ability to work independently and as part of a team in a fast-paced environment.

Preferred Skills and Qualifications:

  • Experience with Zen Desk, Okta, SharePoint, and OneDrive.
  • Familiarity with ITIL best practices and service management principles.
  • Certifications such as CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator Associate.

Education:

  • No degree required; equivalent work experience is acceptable.

Additional Information:

  • This is a full-time position with competitive compensation and benefits.
  • The role may require occasional travel to other company locations.
  • The candidate must be willing to participate in an on-call rotation for after-hours support.

 

Company DescriptionGolden West Packaging Group provides innovative, environmentally sustainable, paper packaging. We are the kind of small, growing company that is reimagining itself where everyone knows everyone, where you can learn and growth your career, and where you can feel that your good work counts, makes a difference, and is recognized, with the stability of a long-established business and industry.

We endeavor to provide a safe, team-focused, employee-centric work environment where team members can experience more belonging, relevance, and career growth as we grow.

With 12 manufacturing facilities primarily in California and Washington state, our extensive production capabilities include structural and graphic design, value-added converting, flexographic printing, and lithographic lamination. Our advanced, environmentally sustainable packaging solutions serve a wide range of well-known customer brands across multiple industries including agriculture, food services, medical device, food products, wineries, high tech, pharma, cosmetics and many more

We are a well-established, growing company in a stable industry that is re-imagining itself to be a place where everyone knows everyone, where you can make a difference, and where you can learn and grow professionally.

We are focused on safety and building an employee-centric work environment where team members can experience camaraderie, relevance, and career advancement.

As the packaging and logistics sector continues to grow, we’re growing with it and creating new opportunities. Come make your mark at a company that strives to celebrates your individuality, skills, and talents.Company DescriptionGolden West Packaging Group provides innovative, environmentally sustainable, paper packaging. We are the kind of small, growing company that is reimagining itself where everyone knows everyone, where you can learn and growth your career, and where you can feel that your good work counts, makes a difference, and is recognized, with the stability of a long-established business and industry.\r
\r
We endeavor to provide a safe, team-focused, employee-centric work environment where team members can experience more belonging, relevance, and career growth as we grow. \r
\r
With 12 manufacturing facilities primarily in California and Washington state, our extensive production capabilities include structural and graphic design, value-added converting, flexographic printing, and lithographic lamination. Our advanced, environmentally sustainable packaging solutions serve a wide range of well-known customer brands across multiple industries including agriculture, food services, medical device, food products, wineries, high tech, pharma, cosmetics and many more \r
\r
We are a well-established, growing company in a stable industry that is re-imagining itself to be a place where everyone knows everyone, where you can make a difference, and where you can learn and grow professionally.\r
\r
We are focused on safety and building an employee-centric work environment where team members can experience camaraderie, relevance, and career advancement. \r
\r
As the packaging and logistics sector continues to grow, we’re growing with it and creating new opportunities. Come make your mark at a company that strives to celebrates your individuality, skills, and talents.