Helpdesk Support Technician II

Job Description Job Description Skills · Microsoft Office, Office 365 Administration, Active Directory, VMware, Azure, PowerShell, Adobe, Teams phone, basic computer hardware maintenance and network support · Working knowledge of Windows and Linux operating systems, VMware, software, and programming · Experience in data cabling networks · Strong knowledge of IT and infrastructure, troubleshooting abilities · Excellent leadership, strong and data-driven mindset, results-oriented, strategic thinker and planner · Decision-making and problem-solving skills, critical thinking, attention to detail · Professional written and verbal communication skills with clients and coworkers · Good organization and time management, great customer services and interpersonal skills · Professional writing skills · Desire to learn for growth within the organization Physical Requirements Must be able to lift 50 pounds, must be able to sit at a desk for long periods of time, must be able to wear a headset provided by company. Certifications MCSE, CCNA, MCP, Azure Role and Responsibilities · Operations: o Manage phone calls o Gather and analyze information about user’s issue o Create and assign tickets in ticketing system for customer issues such as solving usage problems and fulfilling service desk requests that require IT involvement o Provide hardware, software, or network problem diagnosis and resolution via telephone, email, or chat to customer end users or internal staff o Configure, install, upgrade, move, change, add, troubleshoot, and repair PCs, laptops, printers, phones, and associated peripherals as needed o Monitor IT infrastructure and applications for service interruptions and security incidents o Identify SLA priority for tickets and follow guidelines for timely resolution o Monitor all tickets in queue to ensure proper progress for resolution and timeline for SLA is being met, ensure proper documentation of ticket progress o Assist technical team to resolve problems and implementation of solutions o Handle escalated issues a level I technician is not equipped to solve o Act as a resource for support issues with junior technicians o Update tickets as issues progress and are resolved o Escalate and notify other LTS staff as needed to resolve issues · Development: o Accept delivery of equipment and supplies and perform inventory, storage, and organization tasks o Maintain pool of loaner laptops and other equipment and log location of loans as necessary o Document and review technical procedures for company policy management o Review products, processes, and systems in an ongoing basis to determine where improvements can be made o Measure and report on operational performance and develop plans to improve relevant key performance indicators o Expert understanding of products and services with ability to innovate new ways the product can serve customers o Continual research of technology trends to remain relevant in the market o Participate in the development of the organization’s long- and short-term strategies · Other duties as needed

Location: Colleyville, TX, US

Posted Date: 6/30/2025