IT Help Desk II

Job Title:

IT Help Desk II

Reports To:

IT Supervisor

Salary:

Base Rate

Purpose:

The IT Help Desk associate is responsible for providing technical assistance and support to users, ensuring efficiency and user satisfaction. This role involves resolving and tracking all employee IT issues, evaluating and maintaining hardware, software, and data communications systems, and providing consultation, troubleshooting, and technical support to management and staff. IT Help Desk associates also assists with the planning and implementation of special IT projects, contributes to application development and software customization, and helps maintain IT-related procedures and systems.

General Description:

• Be the first point of contact for all US and Canada employee IT issues.
• Resolve and track all employee IT issues.
• Assist in the evaluation and maintenance of hardware, software, and data communications systems.
• Consult with users and system developers to research, diagnose, and repair network, computer, and software problems.
• Provide consultation, troubleshooting, and technical support to management and staff.
• Assist with planning and implementing special IT projects.
• Contribute to application development, software customization, and procurement of applications and IT vendors.
• Assist in evaluating employee processes and assessing their needs for software and hardware.
• Assist in the installation and monitoring of local and inter-company computer networks.
• Develop, implement, and maintain IT-related procedures.
• Coordinate all outsourced IT services and systems.
• Maintain working relationships with IT functions of related parties and affiliates.
• Maintain the safety and integrity of electronic data, protecting equipment and networks.
• Perform other duties and responsibilities as required.

• 3+ years of current/former Help Desk or IT experience required.
• Ensure rigorous application of information security/information assurance policies, principles, and practices.
• Facilitate equipment tracking and manage equipment.
• Good understanding of computer systems, mobile devices, TCP/IP, DHCP, DNS, VLANs, Active Directory device and user management, and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Bachelor’s degree in computer science or related field.