What are the responsibilities and job description for the Help Desk Engineer II position at POLITICO?
POLITICO is looking for a Help Desk Engineer II with excellent customer service, communication and organizational skills. You will be an integral member of the Technology team, supporting POLITICO employees across multiple offices. You will be responsible for a variety of support needs across all aspects of employee technology, including account administration, cloud systems management, and hardware support. The ideal candidate will be expected to demonstrate a high level of independence and innovation within the team, creating new initiatives and improving inefficiencies. You should be driven to excellence, both in adherence to standards, details, and self-improvement.
What You'll Do:
- Troubleshoot and resolve technical incidents, meeting established SLAs
- Maintain user accounts through full employee lifecycle
- Maintain company asset inventory
- Develop and manage team projects and new product implementations
- Seek opportunities to learn from and improve the efficiency of the team
- Prepare training resources and documentation for technical issues
- Lead training sessions to empower employees
- Participate in rotating on-call support, when required
- Be a constant advocate for excellent customer support across the company
What You'll Need:
- 5 years of industry experience in providing end-user support
- BS or higher degree in Computer Science, Information Technology or related field is highly desired
- Strong customer service skills and ability to remain poised under pressure
- Proven analytical and problem-solving skills, with the ability to troubleshoot problems, identify inefficiencies, and recommend creative solutions
- Experience managing several concurrent tasks, projects, and responsibilities
- Experience with multiple operating systems, including macOS and Windows 10/11
- Experience with Active Directory and Office 365 administration and support
- Experience with Box or other cloud file systems
- Experience working with mobile device management platforms, such as Jamf or InTune
- Knowledge of Atlassian, Azure Active Directory, Fortinet, and AWS will be viewed highly
- Experience with diagnosing network issues and familiarity with infrastructure architectures
- Knowledge of ITSM standards and applications relating to incident management
- Excellent communication skills, both verbally and in writing, and an ability to present technical ideas in user-friendly language
- Strong presentation skills and experience providing user training, both in-person and remote
- Strong organizational skills and attention to detail
- Enthusiasm for continuing education, structured self-learning, and motivation to work in a team-oriented environment
- Certified, or willing to become certified, in ITIL, A , Network , and/or Security
We are driven by our values. We are relentless contributors, disruptors of the status quo, collaborators, talent cultivators and DEI stewards. Our culture is defined by grit, total integrity and a prioritization on innovation.
We value our people. Click here for more on what we offer and what it’s like to work for POLITICO.
Let’s keep in touch. You can view our list of open positions here and email us careers@politico.com. We hope to see your application soon!
