IT Helpdesk Technician II

2 hours ago

Hacienda Heights, California, United States Golden West Packaging Group Full time

Job Summary:

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.

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.

Requirements:

  • 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 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.

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