Job Details

Position Title:

IT Help Desk Technician II

Function:

The IT Help Desk Technician II serves as the Level 1&2 support for all IT-related issues, acting as the first point of contact for troubleshooting and resolution. This role involves hands-on assistance with the installation, modification, and repair of computer hardware, software, and peripheral components.

The IT Help Desk Technician is also responsible for maintaining accurate documentation of technical issues and resolutions, utilizing ticketing systems to track and prioritize support requests. Strong customer service skills and clear communication are essential, as this role requires interacting with end users to provide efficient technical support.

This position reports directly to the IT Manager and collaborates with outside IT staff to escalate complex issues and contribute to ongoing system improvements.

Essential Duties and Key Responsibilities:

• Work on assigned IT projects, including software deployments, hardware upgrades, system improvements, and other initiatives supporting organizational technology goals.
• Provide second-level support for desktop hardware, operating systems (Windows/macOS), and business-critical applications.
• Troubleshoot and resolve escalated issues from Level 1 support, including system performance, application errors, configuration problems, and network connectivity.
• Support Office 365/Microsoft 365 applications, email issues, SharePoint access, Teams, OneDrive, and related services.
• Install, configure, and upgrade hardware components such as desktops, laptops, printers, and peripherals.
• Perform advanced diagnostics on hardware failures and coordinate repairs or replacements when needed.
• Manage user accounts, permissions, and group memberships in Active Directory and Azure AD.
• Support VPN access, MFA, mobile device management (MDM), and remote access tools.
• Document troubleshooting steps, root causes, and resolutions in IT ticketing systems.
• Assist with workstation imaging, deployment, and lifecycle management.
• Collaborate with System Administrators, Network Engineers, and Security teams on escalated or cross department issues.
• Ensure compliance with IT policies, security standards, and organizational best practices.

Requirements:

• ERP experience in a manufacturing environment is a plus
• Experience in using a desktop management system is a plus (Manage Engine Endpoint Central, SolarWinds, etc.)
• Experience with ticketing systems
• Experience in cloud-based system and network (Azure or AWS)
• Strong problem solving and technical skills
• Proven analytical and problem-solving skills
• Excellent written and verbal communication skills

Education/Experience:

• Bachelor's Degree in Information Systems, Computer Science, Engineering or any related discipline of Information Technology.
• The equivalent in combined education and considerable experience in similar field may be considered as equivalent.

Language Skills:

• Strong communication proficiency with an excellent command of the English language both oral and written skills
• Ability to communicate technical information to both technical and non-technical users
• Effective and persuasive presentation skills on controversial or complex topics to top management
• Bilingual Spanish a plus

Reasoning Ability:

• Strong problem solving and analytical skills, with the ability to reason, analyze volumes of data and provide solutions to complex issues
• Must use the utmost discretion in all presentations/correspondence and communication with staff and stakeholders.
• Ethical conduct
• Flexibility
• Collaborative teamwork

Physical Demands:

While performing the duties of this job, the employee is regularly required to talk and hear. This position is mostly sedentary and requires repetitive hand movements, may require some standing, walking, bending, occasionally lifting 25-30 lbs., and filing throughout the work day. Specific vision abilities required by this job include close vision and the ability to work in front of a computer monitor for extended periods of the day.

Work Environment:

This position operates primarily in a professional office environment. On occasion, based on need, the individual will be required to spend time in the warehouse or manufacturing areas of the facility. This role routinely uses standard office equipment such as computers, phones, fax/ scanning machines, etc., plus some hand tools based on tasks.