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IT Helpdesk Technician II

2 months ago

Boca Raton, United States Total Warranty Services Inc Full time
Description

We are seeking an experienced IT Helpdesk Technician II to join our team. The successful candidate will provide outstanding customer support and technical assistance to both local and remote users. The position requires a strong understanding of IT service management, including email and phone etiquette, plus the ability to manage multiple service requests within established timelines and service level agreements (SLAs).

Details
  • Provide exceptional customer service by actively listening, being patient, and demonstrating empathy with users with a focus on first-call resolution and positive user experiences.
  • Respond to and resolve technical support requests from users via phone, email, or in person. Escalate complex technical issues to senior team members or vendors as required.
  • Configure and manage ITSM software and workflows to optimize service delivery and process improvements.
  • Maintain and update knowledge base articles for commonly reported issues and procedures to ensure consistency in service delivery.
  • Familiarity with SLAs, asset management, and service delivery.
  • Stay up to date with industry trends and best practices.
  • Other duties as assigned.
Requirements
  • Bachelor's degree in Computer Science, Information Systems, or a related field is preferred.
  • Must be able to work 5 days a week in office (Monday-Friday).
  • Minimum of 3 years of hands-on experience in local and remote user support.
  • Experience managing email and phone service requests within established timelines and SLAs.
  • Excellent communication skills, both verbal and written.
  • Ability to work well in a team environment.
  • Strong problem-solving skills and attention to detail.
  • Ability to manage multiple priorities and work independently or as part of a team in a fast-paced environment.
  • Strong understanding of Microsoft Office365, Windows OS, Active Directory, and Group Policy.
  • Knowledge of networking principles and protocols is a plus.
  • ITIL v4 certification preferred.


If you are a motivated IT professional with a passion for providing excellent customer service and technical support, we encourage you to apply for this exciting opportunity. We offer a competitive salary, comprehensive benefits, and a collaborative work environment that fosters professional growth and development.