What are the responsibilities and job description for the Help Desk Technician II position at Reliable Reports, Inc.?
SUMMARY:
The Help Desk Technician II provides technical support via phone, email, and remote access to end-users across both internal teams and external client organizations. This role plays a key part in maintaining system functionality, ensuring data integrity, and delivering excellent customer service across all levels of the organization.
RESPONSIBILITIES:
- Deliver technical support to office staff, field personnel, and client contacts via telephone, email, and remote sessions.
- Monitor and execute data backup and restoration operations.
- Troubleshoot and resolve issues related to data exchanges between customers and vendors.
- Implement and uphold cybersecurity measures to protect systems and data from unauthorized access.
- Identify, research, and resolve a wide range of technical issues.
- Track and document issues through resolution, ensuring timely follow-up.
- Assist in the maintenance, upgrade, and installation of PCs and software.
- Manage user accounts in Active Directory, including creating new users and modifying existing ones.
- Provision and maintain physical and virtual Windows Servers.
- Perform other related duties as assigned.
REQUIRED SKILLS AND QUALIFICATIONS:
- Strong verbal and written communication skills, with the ability to convey complex technical concepts clearly.
- Solid organizational, analytical, and decision-making abilities.
- Proven customer service skills with a professional and friendly demeanor.
- 1–2 years of hands-on experience with Microsoft Active Directory (required).
- 1–2 years of experience with Hyper-V or comparable virtualization platforms (required).
- Proficiency in standard and advanced software applications (e.g., Microsoft Office Suite).
- Associate’s Degree in a related field or equivalent professional experience.
- Reliable transportation and ability to travel to various DFW-area locations as needed.
PREFERRED QUALIFICATIONS:
- Experience with SQL Server.
- Exposure to cybersecurity practices and tools.
- Familiarity with ETL processes, as well as working with XML and JSON file formats.
- Relevant IT certifications (e.g., CompTIA, Microsoft, VMware, etc.) are a plus.
Job Type: Full-time
Pay: From $60,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Work Location: Hybrid remote in Lewisville, TX 75067
Salary : $60,000
