Help Desk Technician, Tier II

Job Title:
Help Desk Technician, Tier II

Department:
Information Technology / Analytics

Location:
Oklahoma City, Oklahoma

Reports To:
Senior Director of Information Technology

Classification:
Hourly | Non-Exempt

About Us
We are a fast-growing lead generation marketing company dedicated to helping attorneys and law firms expand their practices through high-quality client acquisition solutions. Our team thrives on results, innovation, and exceptional service. As we continue to scale, we are expanding our technology leadership to strengthen operations, ensure compliance, and enhance organizational performance.

Job Overview
As a Help Desk Technician, Tier II, you will play a vital role in maintaining and troubleshooting our IT systems, supporting both office staff and call center operations. You will assist in managing key technologies, including
Microsoft Intune, UniFi network infrastructure, Balto (call center coaching tool), Azure-hosted environments, Vultr-hosted environments, and ScreenConnect (remote support).
This role requires a proactive problem solver who can respond quickly to
technical emergencies, including on-site incidents and remote work transitions during snow days or other disruptions.
Our Core Values
We Are Seeking a Professional Who Embodies Our Values

• Purpose – Believe in our mission of helping clients get the justice they deserve.
• Resilience – Stay calm and effective under pressure.
• Accountability – Take ownership of outcomes and results.
• Integrity – Act with fairness, honesty, and respect to build lasting trust.
• Success Driven – Seek every opportunity to create value and drive growth.
• Excellence – Communicate with clarity, document with precision, and deliver consistently.

Key Responsibilities

• Technical Support: Provide comprehensive technical support to marketing and call center staff. Troubleshoot and resolve issues related to hardware, software, and network connectivity.

• On-Call: Respond to urgent IT issues during business hours to ensure minimal disruption to call center and marketing operations.

• Off-Site Deployment: Configure and deploy off-site hardware for remote workstations in special circumstances.

• System Maintenance: Assist with the setup, configuration, and maintenance of IT systems, including workstations, telephony systems, and call center technology.

• Call Center Systems: Support and manage call center software and hardware, addressing issues related to call routing, phone systems, and system performance.
• User Management: Handle user account management, including account creation, permission settings, and access controls. Ensure new and existing user workstations are properly set up and configured.
• Documentation: Maintain detailed records of technical issues and resolutions. Create and update user guides, FAQs, and other documentation to assist staff with common issues.
• Training: Provide training and support to staff on IT systems, applications, and best practices. Assist with onboarding new employees by setting up their IT equipment and accounts.
• Project Support: Contribute to IT projects such as system upgrades, technology deployments, and other initiatives as directed by the Director of IT.
• Security Compliance: Follow and enforce security protocols to safeguard data and ensure compliance with company policies and industry standards.

Qualifications

• Experience: 3-5 years of experience in an IT support/help desk role, ideally within a marketing or call center environment
• Technical Skills: Proficiency in troubleshooting and supporting various operating systems (Windows, macOS) and office applications. Experience with call center technology and software is advantageous.
• Knowledge: Familiarity with network configurations, telephony systems, and IT infrastructure components.
• Problem-Solving: Strong analytical and problem-solving skills with the ability to resolve technical issues efficiently.
• Communication: Excellent communication and interpersonal skills, with the ability to convey technical information clearly to non-technical users.
• Certifications: CompTIA A+ not required, but a plus

Why Join Us

• Innovative Environment: Join a company that is at the forefront of marketing technology, utilizing data to drive business success.
• Career Growth: Opportunities for professional development and advancement in a growing organization.
• Collaborative Team: Work with a supportive and talented team focused on leveraging data to achieve strategic goals.

Compensation & Benefits
Base Salary:
Competitive, commensurate with experience

Bonus:
Eligibility based on project performance and company impact

Benefits:
Health, Dental, Vision: Comprehensive coverage, Corporate Gym Membership, Childcare reimbursement, Life Insurance

Paid Time Off:
PTO plus company-recognized holidays

Equal Opportunity Employer Statement
We are an Equal Opportunity Employer committed to fostering a diverse and inclusive workplace. All qualified applicants will receive consideration without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, marital status, disability, veteran status, or any other characteristic protected by law.

Work Authorization
Applicants must be currently authorized to work in the United States on a full-time basis. Sponsorship is not available at this time.