HELP DESK SUPPORT II

Job Summary

The Help Desk Support II responsibilities include front-line support of IT-managed systems for both local and remote end-users, including desktop/laptop support, support for mobile devices, applications, and manufacturing hardware. You will also create and manage user accounts in local Active Directory and Azure Active Directory, along with advance end user troubleshooting.

Excellent communication skills and patience are necessary. The Help Desk Support II must effectively communicate technical issues and resolutions with non-technical team members. This position requires demonstrated advance troubleshooting skills, emphasizing quick resolution to minimize end-user downtime. The role will also help create technical documentation for end-users and document issues and resolutions in our ticket management system and technical documentation.

Essential Functions, Duties, and Responsibilities

Technical Support:

• Install and maintain OS (Windows 10 and 11) installation/imaging on all desktops, laptops. Installation is not limited to manual installation; it can be scripted using pre-built images.
• Knowledge of user provisioning in local AD and AzureAD/Exchange Online.
• Maintain/Monitor desk phones, smartphones, desktops, laptops, printers & mobile devices.
• Ensure systems availability and support of AD and basic file share permission troubleshooting.
• Familiar with networking including IP addressing and subnetting.
• Knowledge of basic servers and NTFS file permissions.
• Must have experience in automated patch management.

Project leadership and Continuous Improvement

• Report project progress to team lead.
• Participate in defining project requirements, timelines, and deliverables.
• Identify opportunities for process improvements and implement best practices.
• Drive initiatives to standardize, enhance, and optimize processes
• Prioritize and complete projects within deadlines.

Other:

• Willing to work on weekends, holidays, and after hours as necessary or desirable to meet business needs.
• Must be able to participate in regular after-hours on-call support rotation.

Educational and Experience Requirements

• Bachelors degree in Computer Science, Information Technology is preferred.
• 2-3 years of experience in advance Desktop and Laptop Support
• MCP Certification is required, and MCSA Windows/Servers certification is preferred.

Knowledge, Skills, and Abilities

• Ability to work with in a supervised environment.
• Excellent written and verbal skills
• Must be able to lift or move up to 25-pound weight if necessary.
• Willing to travel up to 10% if necessary.
• Customer oriented mindset.

Skill Requirements

• Typing/computer keyboard
• Utilize computer software (specified above)
• Retrieve and compile information
• Maintain records/logs
• Verify data and information
• Organize and prioritize information/tasks
• Operate office equipment
• Verbal communication
• Written communication
• Research, analyze and interpret information
• Investigate, evaluate, recommend action
• Basic mathematical concepts (e.g. add, subtract)

Physical Requirements

• Sitting for extended periods
• Extended periods viewing computer screen
• Reading
• Speaking
• Hear/Listen
• Maintain regular, punctual attendance
• Lifting/carrying up to 20 pounds various items
• Repetitive Motions
• Pushing/Pulling
• Bending/Stooping
• Reaching/Grasping
• Writing

Hazards

• Normal office environment
• Electrical current
• Proximity to moving mechanical parts

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

KLS Martin is a drug-free employer