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Helpdesk Support Specialist Level II
6 days ago
Job Summary:
The Helpdesk Support Specialist Level II will provi de IT help desk support to internal end users remotely with some occasional on - site possible . Find fixes, workarounds and final solutions by troubleshooting issues while providing exemplary customer service.
Role and Responsibilities:
- Respond to tickets in accordance with SLA guidelines
- Record, track, and document the help desk request problem solving process including actions taken through to the final resolution
- Resolve support tickets
- Install and configure hardware and software
- Provide occasional on-site support to end users in your region
- User account management - onboarding and offboarding
- Support an environment that includes Azure AD, Windows, AD, Windows , Android, Mac OS , and IOS devices
- Troubleshoot and basic configuration of n etwork ing hardware (routers, switches, APs)
- Microsoft 365 administration and management
- VoIP system configuration and troubleshooting
- Create documentation for internal IT, and for end user t rainin g
Required Skills/Abilities:
- Technically capable and a self-starter , ability to self-teach
- Strong organizational and customer service skills
- Innovative and creative approach to problem solving
- Proficient in multitasking and prioritization
- Attention to detail
- Ability and willingness to work in a collaborative team environment
- May be required to travel to client sites, work weekends or after hours and work mandatory overtime when necessary
- Solid understanding of computers, networks, software , and VoIP systems
- Experience with Microsoft 365 , Active Directory, and Microsoft server and workstation applications
- Experience with Meraki, Fortinet, Sonicwall , and Unifi devices
Education and Experience:
- Bachelor's Degree preferred
- T hree + years of tech support experience required
- Experience with Dental technology and supporting Dental practices preferred
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