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IT Help Desk Technician II

Candidate Profile:

  • Associates Degree in Computer Science/Information Technology OR equivalent education or work experience
  • Must be authorized to work in the United States
  • Meticulous attention to detail
  • Available to work full-time

Job Description:

The IT Help Desk Support Technician, under general direction, performs a variety of computer systems administration and support tasks, including analyzing, constructing, documenting, testing, maintaining, troubleshooting, and supporting of PC/Laptop hardware, operating systems, software applications, peripherals, and communication devices for the entire organization. Performs a variety of project tasks and requires good communications skills with the ability to work with users diplomatically and skillfully. May interact with engineers (e.g., Network, System, etc.) and/or applications development to restore service and/or identify and correct core problems. Simulates or recreates user problems to resolve operating difficulties and recommends systems modifications to reduce user incidents. Performs more complex operations and support activities such as maintaining and updating knowledge base articles and performing patching, upgrades and software installs with elevated profile rights.   This position requires excellent problem-solving, communication and interpersonal skills, along with patience, a customer-friendly attitude, and the ability to work in a team environment. In addition, the technicians should have a strong technical understanding of technology, including the various hardware, software and networking systems being supported

Responsibilities:

  • Taking initial telephone or email inquiries and troubleshooting and managing relatively simple hardware, software, or network problems
  • Recognizing and escalating more difficult problems to Tier-3 support.
  • Logging call activity
  • Resolving more complex issues requiring detailed systems and applications knowledge; these issues have been escalated from Tier-1
  • Deciding whether to generate a trouble or work order ticket for issues that will require a visit to the user’s PC or workstation when required.
  • Other duties, as assigned

Basic Qualifications:

  • If not currently vaccinated, you must be willing to get vaccinated as a condition of employment, requiring you to get the first shot upon offer acceptance and the second shot on schedule as per CDC recommendation
  • Relevant Associates degree in Computer Science/Information Technology or equivalent education or work experience
  • 2+ years of prior relevant experience
  • Knowledge of various operating systems such as Windows 10
  • Understanding of mobile technology and OS (i.e., Android, iOS, Windows)
  • Proven desktop/laptop troubleshooting experience in a corporate environment.
  • Knowledge of patching, Anti-Virus, Anti-Malware 
  • Experience in SCCM and WSUS (Preferred)
  • Knowledge of workstation hardware 
  • Great at organizing, prioritizing, and multitasking.
  • A+ or workstation training or Certifications
  • Strong IT skills and knowledge including hardware, software, and networks.
  • Meticulous attention to detail
  • Ability to use logic and reasoning to resolve issues.
  • General knowledge of issues in IT networks LAN/WAN.
  • Knowledge of PC and Laptop operating systems and peripherals

Duration:

  • Full-Time

Salary:

  • $23.00/Hour

Location:

  • Collinsville, IL